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Complaints Manager, Netherlands

HYLA Mobile

HYLA Mobile

Amsterdam, Netherlands
Posted on Friday, June 2, 2023

Complains Manager & Escalated Claims Specialist

Located in our Amsterdam office

Hybrid working opportunities available (in-country)

About Assurant:

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Our Values:

Common Sense, Common Decency, Uncommon Thinking and Uncommon Results guide our every action at Assurant. These values inspire our commitment to be a responsible corporate citizen.

The opportunity:

Reporting into the Managing Director for the Netherlands, you will be the primary contact for complaints and (escalated) claim inquiries. You will resolve formal complaints and legal requests from Regulatory Agencies, Attorneys, Clients and others. Additionally, the Analyst will track escalation data for operations and reporting purposes and propose settlement agreements. Oversight of the business’s Complaints Claims Assessment system and processes.

  • Oversight of our Complaints Claims Assessment system and processes.
  • Manage multiple issues/cases at one time simultaneously based on workload.
  • Accurately, independently and fairly assess and review claims and complaints based on the T&C and to conduct claims reviews on high value claims
  • Identify and escalate serious or urgent cases to the MD.
  • Identify opportunities for a process improvement for the betterment of the customer experience and Assurant Operations from a cost-saving perspective.
  • Communicate with medical advisor, to discuss medical conditions and complex cases where required and report findings.
  • Ensure that Service Levels Agreements, Internal and Regulatory timelines are met.
  • Required to log and track each issue in multiple tracking systems for the purpose of generating reports.
  • Maintain a high level of Complaint-handling skills, following agreed service level agreements, contracts and against policy conditions.

You will have:

  • 3 + years in experience in composing responses to external contacts such as Kifid and Ombudsman.
  • Native Dutch language and business proficiency with English language - verbal and written.
  • Intermediate level Microsoft Word, Microsoft excel (can maintain complex spreadsheets).
  • Experience with claim handling and dealing with complaints.
  • Work experience in insurance industry is important.
  • Experience within customer focused roles.

Benefits & Training:

  • Bonus Scheme
  • Premium free pension and WIA insurance
  • Flexible Working
  • 28 holidays
  • Internal Wellbeing Programme
  • LinkedIn Learning
  • Learning and Development opportunities

At Assurant, diversity helps us inspire creativity in the global marketplace, and we are believers in the strategic value of inclusion and how it improves performance, creates growth opportunities, better aligns us to our clients, and enhances employee engagement.

We look forward to receiving your application!