Desktop Home Assessor

The role

Our Desktop Home Assessors are responsible for the end-to-end management of allocated claims.

Focusing on establishing the cause, scope, and cost of insured claims and associated restoration, repair, or rebuilding of damaged property whilst developing and maintaining excellent customer service.

You will work closely with Auto & General’s panel of restorers & suppliers to ensure they complete repairs to our customers’ homes to a high standard and for a fair and reasonable price.

What you’ll be doing

Assess the damage

• Virtually review reports and photos to validate claimed event-related damage and repair costs, determine damage causation, apply the Product Disclosure Statement (PDS) for appropriate levels of cover, and provide justified decision recommendations aligned with regulatory frameworks.
• Identify and manage claim risks and prepare suitable contingencies, ensuring site safety and correctly authorising emergency (make safe) work.
• Handle complaints & identify vulnerable/high care customers; effectively understanding and managing any potential impacts of decisions and providing timely escalation where required.

Scope the damage

• Produce detailed damage scope and cost documentation and review it against supplier quotes.
• Leverage an advanced level of technical knowledge and consistently demonstrate an understanding of Escape of Liquid and Fire insured events, engaging specialists and industry experts as required.
• Align the repair methodology with PDS coverage and limitations, such as matching material parameters.

Negotiate outcomes

• Negotiate with repairers and customers to determine sustainable and competitive repair costs, including managing scope and cost variations and challenging line items and repair methodology.
• Make approval decisions regarding work commencement, contents, temporary accommodation, and cash settlements.
• Project manage repairs to ensure adherence to agreed cost, time, and quality standards, conducting virtual inspections and liaising with suppliers.
• Identify and detail repair defects, manage rectifications, and escalate to relevant teams when appropriate as well as identifying and reporting service breaches.
• Review and approve repair invoices for payment at negotiated milestones or on completion of repairs.