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Join our Desk-based Claims Team and become the driving force behind class-leading customer service as a Property Insurance Adviser, managing Home, SME, and Commercial claims with digital precision that shapes the future of insurance excellence.
About us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
What you'll be doing
Reporting directly to the Property Insurance Area Manager, you'll manage Home, SME and Commercial claims. You'll do this by reviewing digital evidence from an online portal and provide essential back-office surge support and deployment. Your commitment to delivering exceptionally high levels of customer service will be a driving force behind achieving class-leading Net Promoter Scores.
Manage and take responsibility for claims within specified financial limits (£50,000 for Home and £15,000 for Commercial), using digital evidence such as videos and photos to define repair scopes for negotiation and settlement
Potential to handle claims exceeding Delegated Authority under the supervision of Technical & Large Loss experts
Determine the most suitable claims settlement approach for our customers, making use of our supply chain
Ensure compliance with business rules, encompassing areas like policy coverage, indemnity, records management, reserving, diary management, activity processes, repudiations, recovery, payments, and GDPR
Provide support to Customer Relations as necessary to aid in resolving complaints
Take ownership of informal complaints related to claims with your involvement, and provide summaries to enable complaint resolution
Assess the need for rectification works and serve as the point of technical reference for any necessary adjustments in the scope of works
Assist in Home claims involving subrogated recovery aspects, conducting investigations and offering relevant information for potential recovery opportunities
Foster and maintain relationships with Operational areas, providing assistance to office-based Home and Commercial claim handlers when required
Adhere to the principles of Treating the Customer Fairly in all interactions and processes
Identify, own and manage the risks involved in running our business appropriate to the role and following the DLG risk framework
What we're looking for
Extensive knowledge in Home, SME, and Commercial insurance
Proficiency in policy interpretation
Expertise in buildings and contents quantum assessment
Ability to create repair propositions using contemporary construction methodology
Skill in fraud identification
What we offer in return
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:
Annual company bonus of up to 10%
25 days holiday allowance (plus the option to buy or sell up to 5 days each year)
50% off home, motor and pet insurance
Free travel insurance and Green Flag breakdown cover
Additional optional Health and Dental insurance
Plus, many more
Ways of Working
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.
Read our flexible working approach
Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at
Together, we’re one of a kind
Hours: 35 hours (Monday to Friday, 9am to 5pm)
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