Job Title: Complex Claims Handler – Home Claims
Location: Leicester or Bexhill (hybrid)
Role Overview: Your primary focus will be managing a portfolio of major loss and complex home insurance claims. You will be responsible for processing new claims and managing existing ones, developing a detailed case management plan for each customer within your portfolio. You will work closely with colleagues and suppliers to settle claims promptly, equitably and deliver excellent service to our customers. Within your claim handling, you’ll identify potential recoveries and highlight claims to our insight area to prevent fraud. Additionally, you will serve as a referral point when necessary, providing coaching, mentoring, and training to others.
Key Responsibilities
* Managing a portfolio of large loss claims from £100,000 upwards achieving optimal financial outcomes in line with our financial goals
* Developing tailored case plans, managing and working with key suppliers to achieve optimal claim resolutions
* Ensuring customers’ fair and reasonable expectations are met and providing good outcomes
* Ensuring claims are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving
* Collaborating with the wider team to develop and maintain best practice documents on technical applications for various aspects of home claims including buildings, contents, and recoveries and appropriately highlighting where processes and procedures need altering to achieve our expectations
* Achieving both financial and customer satisfaction outcomes that position Hastings Direct as a market‑leading home claims handling function
* Handling, resolving, and helping to prevent complaints (including FOS referrals), ensuring that any changes are communicated back to the relevant parties as best practice and acting as a technical referral point for lower‑level complaints when supporting handlers
Essential Skills & Experience
* Strong technical claims knowledge and proven experience of handling large loss home claims across all perils
* Good knowledge of building construction and reinstatement processes
* A proven track record of handling and resolving complaints and an understanding of how to apply the principles of Consumer Duty when dealing with or advising customers – able to appropriately identify and support vulnerable customers
* A comprehensive understanding of the Principles of Insurance and knowledge of ICOBS
Benefits
* Flexible hybrid working approach – discussion with recruiter for details
* Competitive bonus scheme – all colleagues eligible for our annual 4Cs performance bonus
* Financial well‑being package – 4x salary life assurance cover, income protection at no extra cost, matched pension contributions up to 10%, and an award‑winning package including discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
* Mental well‑being programme – thrive mental health app, colleague assistance programme available 24/7, in‑house mental health first aiders, support groups and a dedicated team to meet your needs
* 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to healthcare cash‑back plans, dental plans, discounted health assessments, cycle‑to‑work and tech schemes, discounted and free onsite facilities, social events throughout the year and more
Employment Information
We are a Disability Confident employer, committed to ensuring our recruitment processes are fully inclusive. Applications are also welcome through the Disability Confident Scheme (DCS). We are not offering sponsorship for this role.
Equal Opportunity
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
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