Claims handler (project team)

Under the supervision of the Financial Controller, the Claim Handler is responsible for compiling all the project data, assist with meeting service level expectations, coordinating required resources and keeping all stakeholder informed.

Customer Satisfaction

  • Proactively communicate all pertinent information to the client(s) (including adjusters, insurers, policy older)
  • – Where customer contact is unsuccessful, issue written notification
  • Consistent and timely communication with insurer and policy holder
  • – Provide prompt support and accurate advice to policy holder/insurance contact from Initial notification to job completion
  • Ensure SLA delivery from assigned staff to customer
  • Enter all data accurately and identify any potential problems
  • Investigate & understand customer job-related queries and ensure proper resolution
  • Schedule follow-up visits to ensure are properly serviced
  • Analyze and review technicians diary in order to effectively plan and prioritize workload to achieve agreed service level agreements

Service Quality

  • Accountable for the project execution excellence
  • Always deliver high quality standards ‘Polygon Way’
  • Professionalism: punctual, professional appearance, oral and written communication
  • Prioritizing and organizing workload to ensure deadlines are adhered to
  • Dispatch technicians from initial, follow-up to final visit
  • Report any irregular job outside stated job cycle standard to the SLM
  • Liaise with other departments/teams to ensure achievement of service level agreements
  • Arrange appointments and scheduling (technician, sub-contractors, PM, and Estimator)
  • Dispatch ensuring efficient use of time and optimizing utilization.


  • Initial FNOL: Collect all information accurately in order to have a complete open file
  • Proactivity in customer communication
  • Scheduling: proper resource selection (technician, PM and sub-contractor)
  • Ensure SLA requirements are delivered
  • Identify and resolve deficiencies with job files
  • Ensure change order process is respected for any project changes
  • Update own claims portfolio daily/weekly/monthly
  • Audit work in progress weekly to maintain in company standards
  • Proactively review claims to ensure continuity of job progress and report any problems to SLM
  • Oversee the accuracy and timeliness of file data such as ; customer: signed forms, collected deductible, request for advance, customer PO if required, etc.
  • Technician reports: technician have recorded there time, equipment, material, and photographs accrual
  • Project Managers: estimates, job costing, change orders, POs, useful photographs, etc.
  • Sub-Contractors : work completion form
  • Attach any supporting information to corresponding project
  • Record and respond to all project correspondence
  • Be sure to keep journal entries updated
  • Dispatch ensuring efficient use of time and optimizing utilization.

Continuous improvements:

  • Recommend ideas for continuous improvement
  • Work towards your own personal targets and continued career development

Skills and Abilities

  • Strong customer service & relationship building skills
  • Time management skills
  • Excellent knowledge of Microsoft Excel
  • Analytical and problem solving skills
  • Decision making skills
  • Strong administrative skills
  • Information management skills

Personal Characteristics

  • Excellent organizational and prioritizing skills
  • Initiative
  • Excellent interpersonal skills
  • Strong communications skills (French/English)
  • Attention to detail and high level of accuracy
  • Troubleshooting
  • Multi-tasking

Experience and Educational Requirement

  • D.E.S or General Education diploma
  • Customer service experience
  • Strong computer knowledge
  • Proficient in data entry
  • 1-3 years’ experience in claim handling/customer service

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