Desk Adjuster Claims Handler

Direct Line Insurance Group; Glasgow; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance provider is seeking a Desk Adjuster Claims Handler in Glasgow or Leeds for a hybrid role. You will manage Home & Commercial Direct claims using digital evidence, ensuring excellent customer service and compliance with policy regulations. Ideal candidates will have knowledge of property insurance claims and strong negotiation skills. This full-time position includes various employee benefits and encourages a work-life balance.

Benefits

9% employer contributed pension

22 days holiday allowance

50% off home motor and pet insurance

Optional Health and Dental insurance

EV car scheme

Buy as you earn share scheme

Employee discounts and cashback

Qualifications

• Knowledge of Home and Commercial property insurance claims.
• Understanding of building and contents claims including repair methods and quantum assessment.
• Experience using digital tools and platforms to assess evidence and scope repairs.
• Excellent negotiation and communication skills to reach fair settlement outcomes.

Responsibilities

• Handle low complexity Home & Commercial Direct claims using digital evidence.
• Take ownership of claims from cradle to grave.
• Deliver outstanding customer service contributing to class-leading Net Promoter Scores.
• Review and assess claims through an online portal.
• Manage inbound hunt group calls and assist with informal complaint resolution.

Skills

Load & Unload

Organizational skills

Financial Concepts

Fraud

Math

Mediation Experience

Pricing

Conflict Management

Workers' Compensation Law

Medicare

Negotiation

Workers' Compensation

Job description

Desk Adjuster Claims Handler

Glasgow or Leeds - Hybrid (2 days a week in the office)

Full Time Permanent Position

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 youre already part of DLG or thinking about joining us youll 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.

What you’ll be doing

Reporting directly to the Property Insurance Area Manager youll :

Handle low complexity Home & Commercial Direct claims using digital evidence including photos and videos

Take ownership of claims up to 25000 (Home) and 10000 (Commercial) from cradle to grave

Use CoreLogic to scope repairs and facilitate settlement negotiations

Deliver outstanding customer service contributing to class-leading Net Promoter Scores

Review and assess claims through an online portal occasionally covering the portal master role

Support the wider team during surge events and help Field Insurance Adjusters with appointment bookings

Manage inbound hunt group calls and assist with informal complaint resolution

Ensure compliance with policy cover indemnity reserving and GDPR requirements

Identify the best settlement solution for customers using our supply chain where suitable

Act as a technical point of contact for scope changes and variations in rectification works

Proactively manage supplier-led claims and support subrogated recovery investigations

Work collaboratively with other Operational areas providing guidance to office-based claim handlers

Support Customer Relations to aid complaint resolution when required

Contribute to business performance by meeting key metrics and identifying claim risks

Build and maintain your technical capability while supporting our vision of personal inclusive insurance

Uphold Consumer Duty principles and help create a force for good within insurance

Hybrid model

Our hybrid model offers a best of both worlds approach. When youll be in the office depends on your role and team but colleagues spend at least 2 days a week in the office.

What you’ll need

Knowledge of Home and Commercial property insurance claims

Understanding of building and contents claims including repair methods and quantum assessment

Experience using digital tools and platforms to assess evidence and scope repairs

Excellent negotiation and communication skills to reach fair settlement outcomes

Benefits

We recognise we wouldnt be where we are today without our colleagues thats why we offer excellent benefits designed to suit your lifestyle :

9% employer contributed pension

22 days holiday allowance (plus the option to buy or sell up to 5 days each year)

50% off home motor and pet insurance plus Green Flag breakdown cover

Additional optional Health and Dental insurance

EV car scheme allows all colleagues to lease a brand new electric or plug‑in hybrid car in a tax efficient way

Generous holidays

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. Which is why weve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best whatever that looks like and offering real choice flexibility and a greater work‑life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. Theyre about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer and we think diversity of background and thinking is a big strength in our people. Were delighted to feature as one of the UKs Top 50 Inclusive Employers and are committed to making our business an inclusive place to work where everyone can be themselves and succeed in their careers.

We know youre more than a CV and the things that make you you are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process please speak to the recruitment team who will be happy to support you.

Key Skills

• Load & Unload
• Organizational skills
• Financial Concepts
• Fraud
• Math
• Mediation Experience
• Pricing
• Conflict Management
• Workers' Compensation Law
• Medicare
• negotiation
• Workers' Compensation