Household Claims Handler

Acorn Insurance Ltd; West Kirby; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

35 days' holiday

Mental health support

Career development opportunities

Flexible benefits

Hybrid working options

Recognition awards

Job summary

Acorn Insurance Ltd in Liverpool is seeking a Household Claims Handler to join our hybrid team. You’ll manage FNOL, assess claims, and coordinate with third parties to move cases from inception to settlement.

We value careful policy interpretation, strong communication, and a methodical approach in a fast-paced environment. This permanent, full-time role includes a structured benefits package and opportunities for career growth.

Qualifications

• Minimum of two years claims handling experience across Motor, Household or EL/PL.
• Ability to interpret policy wording, terms, conditions and endorsements.
• Strong written and verbal communication skills.
• Excellent organisation and prioritisation abilities.
• Capability to fact find and analyse information for decisions.
• Team player mindset in a fast-paced environment.

Responsibilities

• Create new Household claims (FNOL) with accurate information and factual incidents.
• Check claim details after calls, cross-referencing policy terms and exclusions.
• Manage a varied portfolio from FNOL to settlement/conclusion.
• Identify and investigate potentially fraudulent claims.
• Instruct and liaise with third-party suppliers and obtain documentation before settlement.
• Ensure underwriting requirements are checked at inception and during lifecycle.
• Manage customer/third-party expectations with clear signposting.
• Provide accurate indemnity assessments and reserves per policy.
• Maintain file and portfolio management; perform ad hoc tasks as needed.

Skills

Claims handling

Policy wording interpretation

Written and verbal communication

Organisation skills

Prioritisation

Fact finding & analysis

Team player

Job description

Job Title: Household Claims Handler

Location: Liverpool, Hybrid

Salary: 27,500 - 31,000 per annum DOE plus Performance bonus up to 2,000 per annum

Job Type: Permanent, Full Time

Bored in your current role?

Looking to change direction or take the next step in your insurance career?

Want more than just a job?

Looking for an employer who is as passionate about your success as you are?

We are the ACORN group, and we are proud to be different. Come and join our rapidly expanding Claims Team and be part of our journey to be the best niche motor insurer in the UK.

Due to several internal promotions, we are seeking Third Party Claims Handlers - with or without experience to join our friendly team in Liverpool City Centre.

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 of 750 million in total value of insurance policies written in 2024.

Benefits:

• 35 days' holiday (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 options to support work-life balance and individual needs
• Recognition awards, social events & more

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:

Checks & Clearances

All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

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.

Candidates with experience or relevant job titles of: Insurance Claims Handler, Customer Service Claims Handler, Customer Claims Executive, Claims Account Manager, Claims Customer Service, Insurance Claims, Third Party Case Handler, Third Party Claims Technician, Property Damage Claims Advisor, Claims Handler may also be considered for this role.