Household Claims Handler

The Acorn Group; Liverpool; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

The Acorn Group’s Liverpool-based Household Claims team is looking for enthusiastic, customer‑centric staff to join as Household Claims Handlers. You will support our customers through the claims journey, helping people through a difficult time.

As a Household Claims Handler, you’ll manage new and existing claim enquiries, meet deadlines and targets, and contribute to a positive work culture. This role is hybrid in Liverpool, 37.5 hours Monday to Friday, with a salary between £27,500 and £31,000

Qualifications

• Minimum of two years claims handling experience (Motor, Household, EL/PL etc.).
• Good written and verbal communication skills including rapport building.
• Strong organisation skills with the ability to prioritise tasks.
• Ability to interpret policy wording, terms and conditions and endorsements.
• Ability to work in a fast-paced environment.

Responsibilities

• Creation of new Household claims (FNOL), capturing accurate information and establishing the facts of the incident/peril from the caller/customer.
• Accurately checking all details of a claim after every call, cross referenced with policy terms, conditions, endorsements and exclusions.
• Managing a varied portfolio of claims from FNOL stage through to settlement/conclusion (Accidental Damage, Fire, Theft, etc.).
• Identifying and investigating potentially fraudulent claims.
• Liaising with third-party suppliers to obtain information and ensure documentation is obtained prior to settlement.
• Ensuring underwriting requirements are checked at claim inception and throughout the lifecycle.
• Proactively managing customer/third party expectations and providing clear signposting.
• Providing proactive and correct assessments with regards to indemnity positions.
• Accurate quantum assessment of claims using the available tools.
• Adherence to reserving philosophy and effective file/portfolio management.
• Any other ad hoc task as the needs of the business dictate.

Skills

Claims handling

Communication

Organization

Policy interpretation

Fast-paced work

Job description

Our growing Household Claims department are looking for enthusiastic, customer centric staff to join the team as Household Claims Handlers.

You will support our customers through the claims journey where this has significantly impacted their day‑to‑day life.

As a Household Claims Handler, you will be responsible for dealing with customers new and existing claim enquiries, ensuring we are working to strict deadlines and targets and creating a positive work culture.

Role: Household Claims Handler

Location: Liverpool/Hybrid

Working hours: Monday to Friday, 37.5 hours between 9:00am and 5:30pm

Salary: Between £27,500.00 - £31,000.00 DOE and a potential annual bonus of up to £2,000.00 paid monthly

What you will be doing

• Creation of new Household claims (FNOL), capturing accurate information and establishing the facts of the incident/peril from the caller/customer
• Accurately checking all details of a claim after every call, cross referenced with policy terms, conditions, endorsements and exclusions
• Managing a varied (Accidental Damage, Fire, Theft, Escape of Water etc.) portfolio of claims from FNOL stage through to settlement/conclusion
• Identifying and investigating potentially fraudulent claims
• Instructing and liaising with our third‑party suppliers to ensure they have all relevant information to handle a claim, chasing for responses if required and ensuring all relevant documentation is obtained prior to settlement
• Ensuring underwriting requirements are checked at claim inception and throughout the lifecycle of the claim
• Proactively managing customer/third party expectations including appropriate signposting if applicable
• Providing proactive and correct assessments with regards to indemnity positions
• Accurate quantum assessment of claims presented using the relevant tools available to assist
• Application of accurate reserves in line with company reserving philosophy
• Adherence to best practice and key strategies
• Effective file and portfolio management
• Any other Ad hoc task as the needs of the business dictate

What we’re looking for

• Ability to work in a culture of openness, trust and respect with a team player attitude
• Minimum of two years claims handling experience (Motor, Household, EL/PL etc.)
• Ability to interpret policy wording, terms and conditions and endorsements
• Ability to work in a fast‑paced environment
• Good written and verbal communication skills including rapport building
• Strong organisation skills with the ability to prioritise tasks
• Ability to fact find and analyse information resulting in accurate decision making

Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement

Benefits

• A maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
• 24/7 mental health support & free counselling available

Grow with us: Through career fairs, leadership programs, and learning on the go!

• Flexible benefits, including early access to salary via our internal platform
• Hybrid working optionsto support work‑life balance and individual needs
• Recognition awards, social events & more

Our Commitment to our colleague’s

These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• Mindful Employer – championing mental health and wellbeing
• Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
• Menopause Friendly accredited – supporting every stage of life
• Armed Forces Covenant signatory – honouring those who serve
• Armed Forces Defence employer recognition scheme - Supporting those who serve
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
• Best Place to Work for Development – proud to be investing in people’s future
• Best Place to Work for Women – breaking down barriers to women's career progression

If you’re looking for a company with a strong culture, real career progression, and a people‑first approach — all rooted in the heart of Liverpool — Grow with Acorn.

A Few Things to Know Before You Apply

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

Visa Requirements

Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post‑Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You

We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.

LI-JM1