Household Jobs

The Service Team consists of seven specialised groups that efficiently manage and process claims:
FNOL (First Notification of Loss): Initial contact for registering new claims via phone or online.
Prime: Handles building and contents claims valued between £0 and £50k.
Digital Claims: Manages online customer interactions, settlements, and claims processing.
Contents: Focuses on contents claims up to £50k, ensuring in-house processing when possible.
Contents Fraud: Validates claims for potential fraud, specifically contents-only and majority claims up to £50k.
Workforce Management: Oversees scheduling, forecasting, and reporting to maintain productivity.
Household Communications: Facilitates communication within the department, organises events, and supports diversity and wellness initiatives.
Together, these teams ensure a streamlined and effective approach to claim management and customer service.

The Complex Claims Team oversees high-value and intricate claims through eight specialised groups:
Project Managed Claims: Handles claims between £50,000 and £100,000 for optimal outcomes.
Subsidence Team: Focuses on subsidence, heave, and landslip claims, also up to £100,000, using geological expertise.
Technical Fraud Team: Divided into Complex (up to £50,000) and Technical (over £50,000) claims for fraud detection.
Remote Adjusting Team: Manages escape of water claims up to £15,000, utilising customer evidence for swift settlements.
Triage Team: Set up escape of water, fire, and flood claims and allocate them to the appropriate teams.
Large Loss Team: Handles claims over £100,000, relying on strong project management skills.
Case Management Team: Deals with 'Wet Peril' claims up to £50,000, collaborating with external evaluators.
In-house Surveyors: Conducts accurate damage assessments and cost control for complex claims.
Together, these teams ensure effective management of complex claims while meeting client needs and maintaining company standards.

The Customer & Continuous Improvement Team enhances experiences for customers and colleagues through eight specialised areas:
Change Team: Focuses on project execution in the Household sector.
Change Governance: Standardises project management methods.
Continuous Improvement: Manages small changes and oversees processes.
Training & Development: Ensures completion of necessary regulatory and technical training.
Business Readiness: Assesses readiness for change initiatives to ensure smooth transitions.
Customer Insight: Identifies issues through feedback analysis.
Customer Focus: Manages complaints and monitors sentiment.
Audit & Controls: Reviews conduct risks and tests controls within supply chain functions.
These areas collaborate to improve the customer journey and internal processes for a seamless experience.

The Supply, Liability & Subrogation Team focuses on managing supplier relationships and investigating customer claims through several specialised areas:
Admiral Loss Adjusting Services (ALAS): Handles water, fire, and flood claims typically between £10,000 and £100,000, offering timely assistance during surge events.
Supplier Relationship Management: Manages partner performance, refines the supplier panel, and aligns resources to meet customer and business needs.
Procurement: Oversees contracts, tenders, and RFPs, including onboarding new suppliers and renewing partnerships.
Liability Team: Addresses all claims involving policyholder personal liability, regardless of value.
Recoveries Team: Works to recoup expenses from third parties responsible for losses, without regard for claim value.
Together, these areas enhance supplier relationships, streamline claims investigations, and improve customer satisfaction.

Support Functions are essential for the Household area's daily operations, consisting of four key teams:
Risk: Manages governance and risk, integrating practices between the Group and EUI's defence lines.
Data Insight: Analyses data and creates dashboards to support data-driven decisions aligned with the EUI Data Strategy.
Strategy: Assists leadership in developing strategic plans by analysing market trends and customer insights.
Customer & Conduct: Focuses on compliance, customer experience, complaint management, and quality assurance to enhance product alignment.