In Claims, we handle a claim from start, (notification) to finish, (settlement). We have to ensure that we provide an excellent claims experience to our customers and business partners. Delivering what we promise but also handling the claim very efficiently and effectively.
The Claims team has over 1800 people providing claims expertise across 16 locations within the UK and 2 offshore (India). The roles and experience within our Claims team is very diverse from Claims handlers through to teams of Claims Inspectors, Motor Engineers and Solicitors.
The Claims we deal with are wide ranging from damage to vehicles or property to someone slipping on a pavement or having an accident at work. The incidents and injuries we encounter are from minor to various major events resulting in large claims for damage or serious injuries. We also work on high profile or sensitive cases that generate a lot of media attention, such as incidences of abuse affecting the social services or claims made against the Police or a firm of Solicitors.
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Our Claims teams are structured in line with the Strategic Business Units for Zurich Financial Services as follows:
- Zurich Global Corporate UK – Motor, Commercial Property, Casualty and Professional Indemnity claims
- Zurich Commercial – Motor, Commercial Property and Casualty claims
- Zurich Municipal – Motor, Commercial Property and Casualty claims
- UK Personal Lines – Home and Motor claims
As the Claims teams work in line with the Strategic Business Units it results in a close relationship with the respective Underwriting and Sales teams in each division.
GBU Claims is part of the SSU Operations (Strategic Support Unit), in GBU Claims we have people providing support and expertise across our Claims business on Technical issues and claims best practice, legislation, Compliance, Claims Supply management, management information, training, complaint handling and auditing.
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Developing the technical knowledge, experience and talent within our Claims community is a vital part of the Claims Executive Agenda. To do this we have a Claims technical training function. In addition, we are now working closely with the Chartered Insurance Institute on professional qualifications and the Faculty of Claims. (The Faculty of Claims is a market forum providing support, training, seminars and networking opportunities for everyone engaged in claims activities no matter what level of experience.)
The professional qualifications we encourage our Claims staff to achieve are:
- Award in Insurance
- Certificate in Insurance
- Diploma in Insurance (Claims)
- Advanced Diploma in Insurance
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In addition, we also have some teams who require specialist non-Insurance qualifications e.g. Solicitors and Motor Engineers.
As you can see from this information, we have a wide range of roles within the General Business Unit Claims, which vary across the Strategic Business Units. To simplify this information we have designed the following matrix, which demonstrates current roles, but also in addition, potential career paths and longer-term career opportunities.
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Technical roles |
Supporting roles |
- Senior claims controller
- Technical claims manager
- Major Loss team manager
- Subsidence manager
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- Regional claims manager
- Performance and Development team manager
- Claims performance manager
- Claims customer service manager
- Claims training manager
- Claims manager
- Claims project manager
- Assistant manager
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- PI claims consultant
- Technical team manager
- Claims superintendent
- Major Loss controller
- Major loss team member
- Senior claims inspector
- Senior claims negotiator
- Motor Engineer team leader
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- Supplier consultant
- Claims operational analyst
- Senior claims performance consultant
- Business performance and development adviser
- Claims account manager
- Engineer claims team manager
- Service support manager
- Office manager
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- Technical claims handler
- Claims controller
- Property technician
- Home claims consultant
- Occupational health adviser
- Motor engineer
- Claims inspector
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- Team leader
- Team manager
- Claims performance consultant
- Technical coach
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- Claims assistant (processing)
- Claims assistant (service)
- Claims assistant (technical)
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- Service coach
- Assistant business analyst
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