Claims Handler - Settlements

Tesco PLC; Killingworth Village; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading supermarket chain in the UK is seeking a Claims Handler to manage customer claims efficiently and empathetically. You'll deal with various claims, ensuring compliance while supporting customers through challenging situations. The ideal candidate has a solid understanding of insurance principles and excellent communication skills to negotiate fair settlements. This position offers training, potential hybrid working, and a range of benefits.

Benefits

Colleague pension scheme

Virtual GP Service

Performance related annual bonus

Generous holiday allowance

Colleague Clubcard discounts

Enhanced maternity/paternity leave

Ongoing learning opportunities

Qualifications

• Ability to demonstrate knowledge of Insurance principles including indemnity.
• Ability to manage own caseload independently.
• Sound commercial judgement and logical decision making.
• Understanding of vehicle and property damage claims.
• Knowledge of motor claims fraud and investigation skills.
• Robust computer literacy and IT navigation skills.
• Proficient communication with various stakeholders.
• Confident ownership of decisions within authority limits.
• Empathy in handling difficult situations.
• Excellent verbal and written communication skills.
• Experience in effective negotiation.

Responsibilities

• Ensure claims are handled efficiently per policy and legal standards.
• Manage claims queries and escalate complex issues.
• Maintain accuracy of reserves and file management.
• Investigate claims to confirm liability.
• Negotiate costs regarding liability decisions.
• Report concerns on potential fraud.
• Build rapport with customers for effective outcomes.
• Ensure compliance with regulations.
• Manage customer complaints and provide resolutions.

Skills

Knowledge of Insurance principles

Time management

Decision making

Understanding of vehicle/property claims

Fraud investigation skills

Computer literacy

Stakeholder communication

Ownership of decisions

Empathy

Verbal and written communication

Negotiation skills

Job description

Training/ Office Attendance: You'll start your journey with 6 weeks of training to give you the best start and tools in your career. Training will be office based & Monday to Friday 09:00 -17:00.

Responsibilities

• Once competent in role you'll have the opportunity to move to hybrid working, if certain criteria are met., Ensuring that claims are handled and settled efficiently and in the correct technical manner, settling them in line with policy cover & legal liability.
• Handling claims queries in relation to policy cover, claims status, policy exclusions and excesses. Escalating complex queries where needed.
• Ensuring the accuracy of reserves, file status, recoveries, and diary management on your caseload.
• Where appropriate, investigating claims to ensure payments are made only where a liability is established.
• Negotiating to control costs, for example regarding liability decisions and recovering our costs
• Identifying and reporting any concerns in relation to potential fraud or instances of identified fraud; taking action as appropriate.
• Negotiating effectively with stakeholders and suppliers to ensure a fair settlement is achieved for the customer and the company.
• Using a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
• Ensuring compliance with Financial Conduct Authority and Data Protection Act protocols and rules.
• Managing customer complaints proactively, identifying creative solutions to reach a fair resolution; escalating more serious cases to the Team Leader.

Qualifications

• Ability to demonstrate an in-depth knowledge and understanding of the principles of Insurance, including indemnity and subrogation.
• Ability to prioritise and manage own caseload independently, demonstrating good planning and organisation. Able to manage a caseload of active claims.
• Sound commercial judgement and ability to exercise logical decision making in relation to claims decisions, including credit hire.
• Sound understanding of vehicle and property damage claims, including liability and knowledge of key case law, industry protocols, and The Road Traffic Act.
• Knowledge of different types of motor claims fraud (fire and theft) and proven investigation skills and an inquisitive mindset.
• Robust level of computer literacy and ability to effectively navigate a range of IT based systems.
• Proficiency in communicating with a range of stakeholders from policy holder and third-party direct customers to third party representatives.
• Confident approach and an ability to take ownership for own decisions within the established authority limits and parameters.
• Empathy when dealing with difficult and challenging situations, maintaining a sensitive and caring approach.
• Capability of demonstrating excellent verbal and written communication skills, including an ability to express complex information in straightforward terms where required.
• Proven experience of being able to negotiate effectively and identify solutions to meet customer and company needs.

About the role

At Tesco Insurance, our Claims team does more than handle claims - we help customers through some of life's most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise.

We're proud of our NPS and customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we're building a team that listens, learns, and leads with kindness. Here, your ideas matter, your growth is supported, and your work makes a real difference - especially when customers need us most.

Why Tesco Insurance and Money Services? Seeing your impact all around you: there's no better feeling. Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day. We deal in the personal - from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you've worked hard for. Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome. So, if you want a career where you can do good and feel good, you've found it. Let's make everyday a little better.

Our story Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference. We began life in 1997 and now help more than 2 million customers protect what matters to them. We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centres are open seven days a week. Delivering great customer service means having great people behind the scenes - people who understand our customers and are driven by doing the right thing for them.

Benefits

• Prepare for your retirement with our colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance related annual bonus.
• Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday (worth up to £2K). As an added perk, we'll give you a second card to share with someone else.
• Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
• A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.