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WTW Technical Claims Handler in Ipswich, United Kingdom


  • Ensuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through;

  • Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards

  • Responsible for a high profile portfolio of clients/claims, proactively progressing client's claims from first advice to final settlement

  • Collect information and documentation and assess legal liability of claims.

  • Adhering to legal deadlines

  • Assessment of quantum and negotiation of settlement.

  • Ensure prompt payment of claims within compliance requirements.

  • Resolve complex technical queries and problems, managing client expectations throughout the claims process.

  • Attendance and active involvement/involvement (may be required to chair), at Client meetings where required

  • Quality checking of client / carrier communication from claims handlers, prior to release by WTW, as appropriate

  • Ad hoc technical & service support to the claims handler and client

  • Quality Assurance review of claims handling and / or calibration of Quality Assurance programmes – Active participation, feedback and calibration of audit process

  • Understand the client’s business and their requirements (operational and other)

  • Maintain awareness of accounts, market developments, claims specific changes together with an understanding of the Key Client Outcomes and Service Delivery Targets within the BU

  • Contribution to a continual improvement culture

  • Provide input to and reference the Willis Quality Index, as appropriate and required

  • Key contact responsibility for high profile/technically complex clients requiring a strong relationship.

  • Communication with Client on claims, technical advice and query management and service delivery


  • Preferably ACII qualified or working towards the ACII qualification

  • Preferably educated to A level standard or relevant industry experience


  • Understanding Others

  • Achievement Orientation

  • Organisation and Prioritisations

  • Knowledge and experience

  • Understanding of specialist protocols

  • Excellent written and verbal communication skills.

  • Organised and is able to work on own initiative


  • Process Management

  • Query Management

  • Compliance Management

WTW is an Equal Opportunity Employer