Home Claims Handler

Hastings Direct; Leicester; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

2 in 4 weekends

5% discretionary bonus

Pension match up to 10%

Life insurance 4x

Discounts & cashback

Brand-new Microsoft Surface laptop

Job summary

Hastings Direct is recruiting a Home Claims Handler in Leicester. The role supports home claims processing with hybrid working—one office day per week and remote work otherwise. Rotational shifts and a three-week initial training in-office are part of the setup.

The position reports to the Home Claims Leader and focuses on effective desktop settlements, supplier liaison, and excellent customer service. A strong service mindset is essential.

Qualifications

• Experience in customer-facing roles and delivering service excellence.
• Strong written and verbal communication with internal and external stakeholders.
• Comfort using online tools to collaborate remotely (e.g., MS Teams).

Responsibilities

• Manage home claims portfolio with varying complexity to achieve optimal outcomes.
• Ensure claims are properly reserved and coded for accurate pricing and reserving.
• Navigate multiple systems (Fintech, GW, Respond) to process claims efficiently.
• Collaborate with leadership to maintain best practice documents for buildings, contents, recoveries, and subsidence.
• Handle complaints and refer to FOS when required while providing feedback.

Skills

Customer service

Communication

Remote collaboration

System navigation

MS Teams

Tools

Fintech

GW

Respond

Job description

Are you looking for a new opportunity to develop a career in the world of Insurance Claims? We have an opening for a Home Claims Handler!

Working Hours/ Shift Patterns: You will work 37.5 hours per week on a rotational shift pattern including 2 in 4 weekends.

Training: The main training programme runs for 3 weeks and is delivered face to face in the office.

Our approach to Hybrid Working: With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.

Salary: The starting salary is £26,550

Location: Our fantastic Leicester office, which is in the city centre and only a short walk from the train station.

Your Role

Reporting to our Home Claims Leader, the Home Claims Advisor will manage home claims within their authority limit. This role involves delivering effective claims support through desktop settlements or liaising with suppliers, while always being available to the customer.

What you’ll be doing

• Manage a portfolio of claims with varying complexity to achieve optimal outcomes in line with Hastings 4Cs.
• Ensure claims are adequately reserved, loss coded and managed effectively for accurate pricing and reserving.
• Maintain and navigate various system platforms (e.g., Fintech, GW, Respond).
• Achieve outcomes that position Hastings as a market-leading home claims handling function, as directed by the leadership team.
• Collaborate with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries, and subsidence.
• Handle and resolve complaints, including FOS referrals, and provide feedback to relevant parties as best practice.
• Ensure fair and reasonable customer expectations are met, providing fair outcomes.
• Challenge processes and procedures that do not meet these expectations.

About You

• Customer service experience.
• Ability to communicate and work remotely using online tools (e.g., MS Teams, systems).
• Strong system skills, with the ability to navigate and update multiple platforms simultaneously.
• Excellent written and verbal communication skills, with the ability to build strong relationships with internal colleagues, external suppliers, and customers.
• Understanding of the value and impact of our work for customers, the team, and the wider business.
• Ability to identify and support vulnerable customers appropriately.

What we offer

Join us and you’ll find a different way of doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers, company and community.

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
• Refer a friend scheme - earn £500 for every friend you refer
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop

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. For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis. For more information on the DCS, please visit our inclusive business page on our careers site. If you require any reasonable adjustments to be made throughout the assessment process you should contact the recruitment team at [e-mail] prior to starting any assessments, in order that adjustments can be considered.

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.

Job posting end date:

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and culture. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.