Claims Handler
Bristol (Hybrid working – minimum 50% office-based)
12 month Fixed Term Contract
DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.
This is a great job for someone who is passionate about delivering outstanding customer care, supporting customers through their claims journey and ensuring they feel confident they’re in safe hands at every stage. This is a hybrid role where you will spend 50% of your time in the office in Bristol.
We’re one of the UK’s leading insurance providers, supporting millions of customers when they need us most. Our Legal Expenses Claims department helps customers access legal advice and representation to pursue claims for compensation or other legal remedies, without the worry of paying prohibitive legal costs. We support customers through some of the most challenging periods of their lives, often involving significant emotional, financial, or personal impact.
A bit about the job
1. Assessing and validating claims for legal expenses cover in line with policy terms
2. Accepting or declining claims and determining appropriate legal representation, managing requests and decisions about freedom of choice of solicitor
3. Proactively managing and overseeing legal representatives to ensure effective case handling and control of legal costs
4. Supporting customers by clearly explaining decisions, next steps, and claim progression, including resolving concerns and offering compensation where appropriate
5. Completing Quality Assurance checks and providing feedback to support peer performance and continuous improvement
6. Identifying, owning, and managing risks in line with internal policies, regulatory requirements, and governance frameworks
Skills and experience we’re looking for
7. Strong experience in insurance Claims Handling within a regulated environment
8. Experience delivering customer service, ideally involving direct customer contact within an office or professional services environment
9. Strong problem-solving skills, with the ability to assess situations and determine appropriate outcomes
10. Good analytical skills, enabling you to review information, identify key issues, and make informed decisions
11. Clear communication skills, with the ability to articulate outcomes and decisions confidently both verbally and in writing
12. A legal qualification such as CILEx or similar is desirable although not essential
Our hybrid model offers a ‘best of both worlds’ approach. When you’ll be in the office depends on your role and team, but most colleagues spend at least 50% of their time in the office, combining flexibility with valuable time together with colleagues.
Benefits
We recognise we wouldn’t be where we are today without our colleagues, which is why we offer excellent benefits designed to suit your lifestyle:
• Employer contributed pension
• Annual company bonus
• Discounts on insurance products
• Generous holiday allowance
• Flexible benefits package including optional health and dental insurance
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus, many more
We want everyone to get the most out of their time at DLG. That’s why our benefits go beyond financial rewards, supporting flexibility, work-life balance, and the things that matter most to you. Our benefits are about recognising who you are and the life you live.
Be yourself
Direct Line Group is an equal opportunity employer, and we see diversity of background and thinking as a real strength. We’re proud to be recognised as one of the UK’s Top 50 Inclusive Employers and are committed to creating an inclusive environment where everyone can be themselves and thrive.
We know you’re more than a CV. If you require any adjustments to our recruitment process, please let the recruitment team know — we’ll be happy to support you.
Direct Line Insurance Group is now owned by Aviva Plc.
If you are successful in your application, you may initially receive a Direct Line offer and contract of employment. Your employment will then transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions will change, including bonus and pension arrangements.