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About us HSB
(UK and Ireland), is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland. HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA, MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty. Collectively HSB is the UK and Ireland's only group of companies solely focused on providing specialist engineering and technology insurance solutions and risk focused inspection services and assessments to its customers.
Job Purpose
The Claims Handler is responsible for handling claims in various insurance products predominately around the Construction/Engineering and Cyber sector and Inherent Defect Products.
This role is essential in ensuring exceptional customer service to HSB's claims customers, both internal and external, ensuring that claims are handled proactively, competently and in line with HSB service level agreements.
The role will ensure delivery of claims handling activities from FNOL to claims settlement, driving increased leaves of customer service and productivity. Will ensure that we embed the best claims practice to enhance technical competence, regulatory compliance, and service excellence.
This role will also contribute to profitable growth in the business through driving efficiencies and delivering the best solutions for our customers.
Key Responsibilities
Delivery of claims handling activities from FNOL to settlement, driving increased levels of customer service and productivity.
• Supporting the handling of the claims losses within the HSB product offering, which includes investigating claims, establishing liability, negotiating settlement, identifying potential recovery opportunities and identifying potential fraud risks.
• Managing day-to-day claims workload to ensure delivery of excellent customer service and adherence to required processes and procedures within tight performance deadlines.
• Supporting on litigation, mediation and other claims related legal matters where required.
• Supporting the Claims Technical Manager and Claims Team Manager in maintaining a high performance culture within the Claims team, adhering to the HSB behavioural standards.
• Managing relationships and expectations internally and with Client Companies, Intermediaries, direct insureds and third parties, to deliver service excellence throughout the lifecycle of the claim. • Ensuring the appropriate use of third party suppliers such as Loss Adjusters and Solicitors in line with guidance set.
• Ensuring all regulatory and internal Group requirements are met throughout the claims handling process, including supporting complaints with supporting the Customer Relations Team in handling Claims complaints as required.
• Demonstrating a strong team ethic, working cooperatively to create a positive working environment and actively working to share ideas and bring solutions to help improve and drive the delivery of superior performance and a positive customer experience.
Skills & Experience
• Knowledge of engineering and construction, cyber or specialist commercial risks, policy wordings, indemnity principles, and coverage interpretations.
• Experience in claims handling within engineering, construction, cyber, or specialist commercial lines.
• Awareness of the regulatory, legal, and compliance requirements relating to claims management.
• Strong relationship‑building skills, with experience working collaboratively with Insurer Partners.
• Confident in representing the Claims function in meetings and networking events.
Qualifications and Educational Requirements
• Professional insurance qualifications, or working towards them, such as: CII Diploma or Advanced Diploma (ACII) or relevant insurance or claims‑related accreditations.
• Strong technical claims background gained within engineering, construction, or specialist commercial lines.
Personal Attributes
• Striving to achieve the best possible solutions with successful co-operation with key leaders
• Good team spirit with proven team working skills
• Demonstrates confidence and sound judgement when making decisions on claims • Understands the balance between technical accuracy, customer outcomes and commercial impact, able to make decisions that support both quality and business objectives
Diversity, Equity & Inclusion At HSB
Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed. All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.
Benefits
• 25 days Annual Leave
• Up to 13% Pension contribution
• Eligibility for an Annual Bonus
• Private Medical & Dental
• Life Assurance
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility)
• Study & continuing Professional Development Support
• Hybrid Working