Household Claims Handler

Admiral; Cardiff; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

Admiral is seeking a proactive Prime Claims Handler to support customers through the claims journey for home and belongings. You will own new and existing claims, coordinate with customers, suppliers and internal teams, and progress cases with care and informed decisions.

The role focuses on delivering fair outcomes, timely updates, and a high-quality customer experience, with hybrid working from Cardiff two days per week. Previous claims or insurance experience is desirable.

Qualifications

• Essential: strong customer focus with an empathetic and professional approach.
• Essential: excellent verbal and written communication skills.
• Essential: good organisation, time management and attention to detail.
• Essential: ability to manage workloads, prioritise effectively and make informed decisions.
• Essential: resilient, adaptable and able to work in a fast-paced environment.
• Essential: strong teamworking skills and commitment to high-quality service.

Responsibilities

• Manage household claims from allocation through to settlement, progressing each claim to the furthest point.
• Deliver on our customer promise with proactive updates and efficient resolution of queries.
• Assess and validate claim information, review supporting docs and supplier reports, and make informed decisions.
• Liaise with customers and third-party suppliers to obtain information and progress claims.
• Meet quality, service and performance targets while ensuring fair, professional treatment of customers.
• Accurately capture and maintain claim records, safeguarding data and complying with Data Protection requirements.

Skills

Empathetic communication

Verbal communication

Written communication

Time management

Organisation

Decision making

Team collaboration

Customer focus

Job description

As a Prime Claims Handler, you will support customers through unexpected events affecting their home or belongings. By showing empathy, professionalism and care, you will provide reassurance and help make the claims journey as straightforward and stress-free as possible.

You will take ownership of new and existing claims, working with customers, suppliers and internal teams to progress each claim and achieve fair and timely outcomes. You will provide clear updates, resolve enquiries and make informed decisions in line with the customer’s policy and our claims processes.

You will also have the opportunity to share feedback and ideas that help us improve our processes, customer experience and overall service.

About the role

We are looking for positive and customer-focused Claims Handlers to join our Household Claims Prime team.

Main Duties and Responsibilities

• Manage household claims from allocation through to settlement, progressing each claim to the furthest possible point during every customer interaction.
• Deliver on our customer promise by providing proactive updates, resolving queries efficiently, and ensuring a positive customer experience throughout the claims journey.
• Assess and validate claim information, review supporting documentation and supplier reports, and make informed decisions in line with policy and underwriting requirements.
• Liaise with customers and third-party suppliers to obtain information, progress claims, and achieve timely resolutions.
• Meet quality, service, and performance targets while ensuring customers are treated fairly and professionally at all times.
• Accurately capture and maintain claim records, safeguarding customer information and adhering to all Data Protection requirements.

Skills and Experience

Essential

• Strong customer focus with an empathetic and professional approach.
• Excellent verbal and written communication skills.
• Good organisation, time management and attention to detail.
• Ability to manage workloads, prioritise effectively and make informed decisions.
• Resilient, adaptable and comfortable working in a fast-paced environment.
• Strong teamworking skills with a commitment to delivering high-quality service.

Desirable

• Previous customer service, claims or insurance experience.
• Experience managing a caseload or working to service and performance targets.
• Experience handling customer queries and working with third-party suppliers.

Location

This is a hybrid role, with the successful candidate required to work from Cardiff two days per week.

What’s in it for you?

Our journey is your journey. Every individual, regardless of role or department, automatically becomes an Admiral shareholder after 12 months, with an annual free share allocation of up to £3,600. As co-owners, you don’t just work here – you Share in Our Future.

There are so many things that make Admiral a great place to work, and our culture is something that really has to be experienced. Our people consistently tell us how much they enjoy working here, and we’re proud to have been recognised as a Great Place to Work for over 20 years.

Flexibility and work-life balance are important to us, which is why your time will be split between home and the office.

At Admiral, you’re accepted, supported and empowered to Be You. Because you’re brilliant.

Disability Confident Leader

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.