Household Technical Claims Handler

The Acorn Group; Liverpool; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

35 days’ holiday

Mental health support

Hybrid working options

Early salary access

Career development

Job summary

The Acorn Group is seeking a Household Technical Claims Handler in Liverpool. This hybrid role focuses on complex property claims, making sound, evidence-based decisions and maintaining strong indemnity controls to deliver fair customer outcomes.

You will audit policy cover, assess liability and damages, challenge suppliers, and guide colleagues to improve technical capability within the Household Claims team.

Qualifications

• Technical handling experience across complex household property claims with solid policy interpretation.
• Strong judgement on liability, quantum, scope of repairs and reserving.
• Experience with FCA regulations and vulnerable customer handling.

Responsibilities

• Manage a portfolio of complex, high-value household claims within delegated authority and service standards.
• Assess policy cover, causation, damage evidence, repair scope and settlement strategy; perform desktop scoping when appropriate.
• Act as technical referral point and escalate claims beyond authority or needing specialist input.
• Challenge loss adjusters, surveyors and suppliers to secure proportionate, evidence-based solutions.
• Maintain reserves and proactive action plans, identifying indemnity, fraud, and vulnerability risks early.
• Communicate clearly and empathetically with customers and representatives through to fair resolution.
• Coach colleagues to strengthen technical capability and consistency across the Household Claims team.

Skills

Technical claims handling

Policy interpretation

Supplier negotiation

Customer communication

Indemnity control

Decision making

Building knowledge

Education

Cert CII / Dip CII

Construction / surveying qualification

Job description

Role: Household Technical Claims Handler

Location: Liverpool, Hybrid

Working Hours: 37.5 Hours per week, Monday to Friday 09:00am – 17:30pm

Salary: £40,000 - £45,000 DOE plus up to 10% Annual Performance Bonus

Take ownership of complex household property claims where technical expertise and sound judgement are critical. Use specialist knowledge to investigate, validate and resolve claims, making accurate coverage decisions, delivering proportionate settlements, maintaining robust indemnity control, and achieving fair and consistent customer outcomes.

This newly created role will strengthen technical expertise across the Household Claims function, providing guidance on complex and contentious cases, improving consistency in decision-making, supporting colleague development, and helping to embed technical best practice and indemnity control across the department.

What you will be doing:

• Manage a portfolio of complex, high-value or specialist household claims within delegated authority and agreed service standards.
• Assess policy cover, causation, damage evidence, repair scope, estimates and settlement strategy; complete desktop scoping where appropriate.
• Act as a technical referral point, documenting clear decisions and escalating claims that exceed authority or require specialist intervention.
• Challenge loss adjusters, surveyors and repair suppliers to secure proportionate, evidence-based solutions and prevent avoidable leakage.
• Maintain accurate reserves and proactive action plans, identifying indemnity, fraud, vulnerability and complaint risks early.
• Communicate clearly and empathetically with customers and representatives, retaining ownership through to fair resolution.
• Support technical audits, calibration and best-practice guidance; coach colleagues to strengthen technical capability, decision quality and consistency across the Household Claims team.

What we’re looking for:

We are looking for an experienced household claims professional who can take ownership of complex property claims, make sound evidence-based decisions and communicate clearly with customers, suppliers and internal stakeholders. You will combine strong technical judgement with practical indemnity control, confident supplier challenge and a customer-first approach to achieving fair outcomes.

Experience and capability

• Technical handling experience across complex household property claims, with confident policy interpretation.
• Sound judgement on liability, quantum, repair scope, reserving and settlement, with strong supplier challenge.
• Clear communicator and customer advocate who can coach colleagues and work within governance standards.
• Experience handling escape of water, fire, flood, impact and subsidence claims.
• Previous experience within technical claims, desktop loss adjusting or loss adjusting environment.
• Knowledge of building construction, repair methodologies and estimating principles.
• Familiarity with FCA regulations, Consumer Duty principles and vulnerable customer handling.
• CII qualification, such as Cert CII, Dip CII or equivalent.
• Relevant building, surveying, loss-adjusting or claims qualification.
• Evidence of continuing professional development in household property claims.

Equivalent practical experience should also be considered.

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
• 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

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
• 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 RequirementsBecause our training is quite comprehensive, we can only consider applicants who haveat least one year remainingon their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support YouWe’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.