Complex Claims Handler - Home

Hastings Direct; Bexhill-on-Sea; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Flexible hybrid working

Annual bonus scheme

Life assurance

Pension contributions

Mental wellbeing programme

25 days annual leave

Job summary

Hastings Direct is seeking a Complex Claims Handler for Home claims, with hybrid work options in Leicester, London or Bexhill. You will manage major loss claims, develop case plans, and coordinate with suppliers to settle claims promptly while ensuring fair outcomes for customers.

Essential experience includes handling large loss home claims, understanding building construction, and applying Consumer Duty. The role includes guidance to junior handlers and support across the team.

Qualifications

• Strong technical claims knowledge across large loss home claims.
• Good knowledge of building construction and reinstatement processes.
• Proven ability to handle and resolve complaints, with Consumer Duty understanding.

Responsibilities

• Manage a portfolio of major loss and complex home claims.
• Develop detailed case management plans for each customer.
• Collaborate with suppliers to settle claims promptly and fairly.
• Identify potential recoveries and highlight fraud indicators.
• Provide coaching and training to colleagues as needed.

Skills

Large loss claims

Building knowledge

Complaint handling

Insurance principles

Job description

Job Title: Complex Claims Handler - Home

Location: Leicester, London or Bexhill (all hybrid)

Welcome to Hastings Direct

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

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 be responsible for identifying potential recoveries and highlighting 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.

Job Details – you’ll need to have demonstrable experience in:

• 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
• Ensure that you are meeting customers’ fair and reasonable expectations and provide 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. Appropriately highlight 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 have an understanding and able 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

The Interview Process

• Recruiter intro/screening call
• 1st stage interview with Hiring Leader and Technical Lead

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our careers website.

Regrettably, we are unable to offer sponsorship for this role.

Benefits:

• In addition to a competitive salary, you will also receive…
• Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
• Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
• There’s more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care 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 much more ….

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Equal opportunities

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.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.