Household Desktop Loss Adjuster

Acorn Insurance Ltd; West Kirby; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

35 days annual leave

24/7 mental health support

Career development opportunities

Salary exchange / flexible benefits

Hybrid working model

Recognition awards

Job summary

Acorn Insurance Ltd is seeking a Household Desktop Loss Adjuster to manage a portfolio of household claims from notification through to settlement, in a hybrid Liverpool-based team.

You will interpret policy wordings, determine coverage, and deliver timely decisions with clear, evidence-based rationale while producing detailed reports and schedules of works. This role also emphasises customer service, collaboration with third-party experts, and accurate reserving in line with company governance.

Qualifications

• Minimum of 2 years' Desktop Loss Adjusting experience.
• Proven experience in household claims handling across Buildings and Contents.
• Strong technical knowledge with ability to manage complex cases.
• Excellent written and verbal communication skills.

Responsibilities

• Manage a portfolio of household claims from notification to settlement.
• Interpret policy wordings to determine coverage and liability.
• Deliver timely claim decisions with evidence-based rationale.
• Produce detailed schedules of works reflecting loss extent.
• Assess cost reports from third‑party experts and contractors.
• Draft technical reports with settlement recommendations and escalation as needed.
• Maintain high standards of customer service and manage expectations.

Skills

Desktop Loss Adjusting

Claims management systems

Customer communication

Analytical thinking

Organisational skills

Team collaboration

Education

Cert CII

BDMA accreditation

Job description

Job Title: Household Desktop Loss Adjuster

Location: Liverpool / Hybrid

Salary: 36,000 - 40,000 per annum DOE, discretionary annual bonus, paid monthly

Job Type: Permanent, Full Time

Working Hours: Monday to Friday, 37.5 hours, 9:00am - 5:30pm

What you will be doing:

• Manage a portfolio of household claims (including complex and high-value cases) from first notification through to settlement and conclusion
• Interpret policy wordings, exclusions and endorsements to determine coverage and liability in line with underwriting intent
• Deliver fair, accurate and timely claim decisions, supported by clear, evidence-based rationale
• Produce detailed Schedules of Works, ensuring repair scopes are accurate, cost-effective and reflect the true extent of loss
• Assess cause of damage reports, schedules of works and quantum reports produced by third-party experts (e.g. surveyors, engineers, loss adjusters and contractors)
• Draft clear, detailed technical reports outlining findings and settlement recommendations, including escalation of large or complex losses where appropriate
• Deliver a high standard of customer service, ensuring clear communication, empathy, and proactive management of customer and third-party expectations throughout the claims journey
• Apply and maintain accurate reserves in line with company reserving philosophy
• Identify, investigate and escalation potentially fraudulent claims
• Provide technical guidance to the wider claims team
• Operate effectively in a fast-paced environment, meeting service levels, performance targets, and maintaining strong file and portfolio management
• Maintain up-to-date knowledge of regulatory, legislative and industry developments, sharing insights and supporting continuous improvement
• Contribute to the development of technical guidance, training materials, and overall team capability
• Ensure adherence to best practice, company strategies and governance standards

What we are looking for:

• A collaborative team player who thrives in a culture of openness, trust and respect
• Proven experience in household claims handling and desktop loss adjusting, with a strong understanding of both Buildings and Contents claims across all perils.
• Demonstrable experience handling claims involving contractor/building repair networks and loss adjusters
• Strong technical knowledge with the ability to manage complex cases
• Proficiency in claims case management systems
• Ability to perform effectively in a fast-paced, high-volume environment
• Excellent written and verbal communication skills, with the ability to engage customers confidently and demonstrate empathy
• Strong organisational skills, with the ability to prioritise workload and manage competing demands under pressure
• Analytical mindset with the ability to investigate, fact-find, and make accurate, evidence-based decisions
• Customer-focused approach with the resilience and judgement to deliver fair outcomes
• Essential: Minimum of 2 years' Desktop Loss Adjusting experience
• Desirable: Cert CII and/or BDMA accreditation (or working towards)

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.

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

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.

Candidates with experience or relevant job titles of; Senior Desktop Loss Adjuster - Household, Property Claims Loss Adjuster (Desktop), Household Technical Claims Specialist, Technical Claims Adjuster - Property, Household Claims Technical Specialist may also be considered for this role.