Field Loss Adjuster

Direct Line Group; Manchester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Direct Line Group is seeking a Field Loss Adjuster to enhance customer experiences in Home, SME & Commercial claims across Manchester, East Midlands, or Cambridge. This role involves managing claims, conducting site visits, and ensuring exceptional customer service, all within a hybrid working model.

Benefits

Annual company bonus of up to 10%

Company car

25 days holiday allowance

50% off home, motor and pet insurance

Free travel insurance and breakdown cover

Optional Health and Dental insurance

Qualifications

• Proven experience in the insurance industry, preferably in a field-based role.
• Knowledge of insurance policies, coverage limits, and claims processes.
• Valid driver's license and willingness to travel.

Responsibilities

• Overseeing Home, SME, and Commercial claims and conducting on-site customer visits.
• Managing and owning claims, ensuring compliance with company rules, and providing customer support.

Skills

Knowledge of insurance policies

Customer service

Field-based role experience

Understanding of construction methodology

Job description

Social network you want to login/join with:

Manchester, East Midlands or Cambridge - Hybrid (2 days a week in the office)

Full Time, Permanent Position

Let’s be brilliant for our customers

Join us as a Field Loss Adjuster, shaping exceptional customer experiences and driving success in Home, SME & Commercial claims, and visiting customers where additional support is required, including vulnerable customers and other ad-hoc visits in your designated area.

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

What you'll be doing

Reporting directly to the Area Manager, you'll be overseeing Home, SME, and Commercial claims, conducting on-site customer visits, and evaluating digital evidence. You'll play a crucial role in supporting Public Relations opportunities linked to Surge Events and DLG responses for affected insured properties. Your dedication to exceptional customer service will reflect in outstanding Net Promoter Scores. Responsibilities also include surpassing key business metrics, managing and owning Home and Commercial claims, potentially retaining claims exceeding Delegated Authority, and identifying optimal claims settlement solutions. Compliance with company rules, collaboration with Disaster, Recovery and Restoration teams, and providing support for customer relations are also integral to the role. Additionally, you'll handle complaints, facilitate resolution, provide technical referrals, support subrogated recovery elements, and maintain relationships with operational areas. You will emphasise adhering to Consumer Duty principles, self-development, and managing business risks within the DLG risk framework.

What we're looking for

Proven experience in the insurance industry, preferably in a field based role

Knowledge of insurance policies, coverage limits, and claims processes

An understanding of current construction methodology

Located in and around Manchester, East Midlands or West Midlands, as this is where your customers will be based and your on-site visits will take place

Valid driver's license and willingness to travel to various locations as required

What we offer in return

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

Annual company bonus of up to 10%

Company car

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

50% off home, motor and pet insurance

Free travel insurance and Green Flag breakdown cover

Additional optional Health and Dental insurance

Plus, many more

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Read our flexible working approach

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at

Together, we’re one of a kind

Hours: 35 hours (Monday to Friday, 9am to 5pm)