Claims Vulnerable Customer Specialist

Provide compassionate, tailored support to vulnerable customers navigating property insurance claims in a busy Stoke office. Own vulnerable cases end-to-end, coordinating with internal claims handlers, loss adjusters, and external parties. Maintain accurate, confidential records, process claims notifications, and guide customers through the process with clarity, patience, and empathy. Advocate for reasonable adjustments, escalate complex cases, issue payments/settlements as needed, and ensure compliance with contractual and regulatory requirements.