Claims Handler (m/f/d*)

HSB; Birkenhead; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Pension contribution

Annual bonus

Private medical cover

Life assurance

Wellbeing & development

CPD support

Hybrid working

Job summary

HSB (UK and Ireland) is seeking a Claims Handler to manage a caseload of Structural Warranty claims at the Birkenhead Head Office. You will be the main contact for policyholders, guiding them through the claims process and ensuring fair, timely outcomes.

You will work with Claims Team Leaders and internal stakeholders to progress claims, apply FCA regulations, and maintain accurate records while upholding high service standards.

Qualifications

• Experience handling insurance claims and delivering a high standard of customer service.
• Knowledge of FCA regulations and applying them in claims handling.
• Customer-focused mindset with a drive for fair, consistent outcomes.
• Strong investigation, problem-solving and analytical skills.

Responsibilities

• Manage a caseload of new and existing Structural Warranty claims within delegated authority.
• Be the main point of contact for policyholders throughout the claim lifecycle.
• Handle inbound calls and correspondence, guiding customers through the claims process.
• Gather, review and record information and documentation to assess claims.
• Assess claims fairly to ensure appropriate coverage decisions.
• Proactively manage small to medium value/complexity claims and settle fairly.
• Maintain claim reserves throughout the lifecycle of each claim.
• Handle declinatures and appeals in line with policy terms and regulatory requirements.
• Collaborate with insurers, solicitors, surveyors and internal teams to progress claims.
• Identify potential recovery or mitigation opportunities with the Recoveries Team.
• Ensure customers are treated fairly, including those who are vulnerable.
• Adhere to FCA regulations, industry standards and internal quality frameworks.
• Contribute to review and continuous improvement of claims processes.

Skills

Claims handling

Customer service

FCA regulations

Investigation skills

Analytical skills

Communication skills

Time management

MS Office

Team player

Independent decision-making

Education

CII qualification

Tools

Microsoft Office

Claims systems

Job description

Location: Birkenhead Head Office

Division: Operations

Reporting to: Claims Manager

As a Claims Handler, you will play a key role within the Claims team, managing new and existing Structural Warranty claims within delegated authority. You will act as a trusted point of contact for policyholders, ensuring claims are handled fairly, efficiently and in line with FCA regulations, internal procedures and service standards.

This role offers the opportunity to manage your own caseload while collaborating closely with Claims Team Leaders, the Head of Claims and wider stakeholders to deliver positive and timely customer outcomes.

Your Job

• Manage a caseload of new and existing Structural Warranty claims, within delegated authority levels.
• Act as the main point of contact for policyholders throughout the lifecycle of a claim.
• Handle inbound calls and correspondence, providing clear guidance on the claims process and delivering an excellent customer experience.
• Gather, review and accurately record all relevant information and documentation required to assess claims.
• Assess claims fairly and consistently to ensure appropriate coverage decisions are made.
• Proactively manage claims of small to medium value and complexity, ensuring valid claims are settled fairly and promptly.
• Set and maintain appropriate claim reserves throughout the lifecycle of each claim.
• Handle claim declinatures and appeals in line with policy terms and regulatory requirements.
• Work closely with insurers, solicitors, technical surveyors and internal teams to progress claims efficiently.
• Collaborate with the Recoveries Team to identify potential recovery and/or mitigation opportunities.
• Ensure customers are treated fairly at all times, including those who may be vulnerable.
• Adhere to legal requirements, FCA regulations, industry standards and internal quality frameworks.
• Contribute to the review and continuous improvement of claims processes.
• Undertake any other duties as reasonably required.

Your Profile

• Experience handling insurance claims and delivering a high standard of customer service.
• Working knowledge of FCA regulations and an understanding of their application within claims handling.
• A customer‑focused mindset, with a strong commitment to fair and consistent outcomes.
• Strong investigation, problem‑solving and analytical skills.
• Ability to manage a varied caseload, prioritise effectively and meet deadlines.
• Confident decision‑maker, able to assess coverage and progress claims independently within delegated authority.
• Calm and resilient, able to work effectively under pressure and handle challenging situations.
• Excellent written and verbal communication skills, with the ability to engage professionally with customers, colleagues and external stakeholders.
• Well organised and detail‑focused, with the ability to maintain accurate and well‑structured claim files.
• A collaborative team player who works well with others.
• Familiarity with insurance claims systems and processes; experience within construction, property or latent defects claims is an advantage.
• Confident using IT systems, including Microsoft Office applications.
• To have, or be working towards, insurance‑related qualifications such as CII.

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.

Please see our website for more information.

Diversity, Equity & Inclusion

At HSB, Diversity, Equity and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing DEI is at the core of who we are. We recognise diversity can be multi‑dimensional, intersectional and complex, and we aim to build a diverse workforce that reflects a wide range of backgrounds, identities, experiences and perspectives.

We are committed to creating an equitable and inclusive work environment where everyone feels valued, respected and supported to succeed.

All candidates may request a reasonable adjustment at any stage of the recruitment process by speaking with their Talent Acquisition contact.

Benefits

• 25 days’ annual leave plus bank holidays and well‑being days
• Up to 13% pension contribution
• Eligibility for an annual bonus
• Private medical cover
• Life assurance
• Wellbeing and development scheme, including EAP
• Study and continuing professional development support
• Hybrid working