As a home claims adviser I speak to customers to register new claims and help the customer as much as possible. However it is my responsibility as an adviser to take the information from the customer about the incident that has taken place and check if it can be covered under the policy. No claim is the same as circumstances are different for each customer. I also deal with existing claims which varies from reviewing reports from suppliers to paying invoices.
As an apprentice I get allocated time off throughout the week to study for my insurance exams and work on gathering evidence for my Providing Financial Services qualification. There are 2 exams that need to be completed and an external trainer will help with the studying, provide guidance and provide tutorials. I also have another external trainer that verifies the information gathered for my Providing Financial Services qualification.
These include my colleagues, different departments who deal with different types of damage, team leaders, speak to suppliers and there are internal resources I can use when unsure. These are the times when there are opportunities to learn and gain experience by dealing with difficult circumstances which can help in the future.
But by also doing this I am trying to help the customer as much as possible when things go wrong and can reassure them on what we can do to help, which is very rewarding.
Direct Line Group
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