Technical Household Claims Handler

Hastings Direct; Leicester; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Up to 5% annual discretionary bonus

Hybrid working (1 day per week in office)

25 days holiday plus bank holidays

Pension match up to 10%

Life insurance (4 x base salary)

Discounted Hastings Direct products

Referral bonus of £500 for each friend

Microsoft Surface laptop provided

Job summary

Hastings Direct is looking for a Technical Claims Handler based in Leicester. This role involves managing customer claims and ensuring positive outcomes. The ideal candidate will have experience in Home Claims handling and strong communication skills.

Offering a competitive salary with up to 5% annual bonus, hybrid working model, 25 days holiday, and various employee benefits like life insurance and a tech scheme.

Qualifications

• Experience in Home Claims notification and end-to-end case handling.
• Ability to build strong relationships with colleagues, suppliers, and customers.
• Solid understanding of general insurance principles and claims processes.

Responsibilities

• Manage a portfolio of claims to achieve optimal outcomes.
• Act as a technical referral point for colleagues and suppliers.
• Handle and resolve customer complaints effectively.

Skills

Home Claims experience

Strong communication skills

Collaboration using MS Teams

System navigation skills

General insurance principles

Job description

Job Overview

Are you confident in your communication skills, with strong active listening and the ability to engage a diverse range of customers both verbally and in writing? Can you bring your Home Claims experience to life by delivering fair, confident, and transparent support to every customer you speak with? If so, we’d love to hear from you!

Working Hours & Shift Patterns

37.5 hours per week on a rotational shift pattern.

Includes working 2 weekends in every 4 (time off in the week if you work a weekend shift).

Opening hours: Monday to Friday 08:00 - 19:00, Saturday 09:00 – 17:30.

Location

Leicester or Bexhill office.

Training

Main training period lasts for 3 weeks.

Salary & Benefits

Competitive salary.

• Up to 5% annual discretionary bonus.
• Hybrid working (1 day per week in office with option to do more).
• 25 days holiday and bank holidays equivalent (plus buy/sell up to 5 days).
• Pension match up to 10% of salary.
• Life insurance (4 x base salary).
• Discounted Hastings Direct products.
• Cashback with well‑known retailers.
• Tech scheme, cycle to work, health assessments, skin check (on completion of probation).
• Refer a friend scheme – earn £500 for each friend referred.
• Brand‑new Microsoft Surface laptop provided.

What the role will look like

The Technical Claims Handler plays a key role in delivering fair, accurate, and customer‑focused home claims outcomes. You will manage a varied portfolio of claims within your authority limit, resolving them through desktop settlements or by liaising with suppliers. You will act as a reliable point of contact for customers throughout their claim journey, ensuring expectations are met and outcomes are fair.

Key Responsibilities

• Manage a portfolio of claims with varying complexity to achieve optimal outcomes in line with Hastings 4Cs.
• Act as a technical referral point for colleagues, suppliers, and internal stakeholders.
• Ensure claims are adequately reserved, loss‑coded and managed effectively for accurate pricing and reserving.
• Maintain and navigate various system platforms (Fintech, GW, Respond).
• Achieve outcomes that position Hastings as a market‑leading home claims handling function, as directed by the leadership team.
• Collaborate with the Claims Team Leader to maintain best‑practice documents on technical applications for buildings, contents, recoveries, and subsidence.
• Handle and resolve complaints, including FOS referrals, and provide feedback to relevant parties as best practice.
• Challenge processes and procedures that do not meet customer expectations.
• Complete company‑mandated training and comply with FCA regulations.
• Ensure self and any direct reports achieve and demonstrate the required levels of competence.
• Support the leadership team by achieving SLAs and managing caseload distribution.

What we’re looking for in a Technical Claims Handler

• Experience in Home Claims notification and end‑to‑end case handling.
• Strong communication and collaboration skills using MS Teams and in‑house systems.
• Ability to develop, review, and approve scopes of work – ensuring deliverables and timelines are clearly defined.
• Compliance with consumer duty when advising customers, with the ability to relay technical context and rationale fairly and transparently.
• Ability to work accurately and efficiently to meet SLAs, including interpreting, tracking, and allocating incoming claims.
• Strong system skills with the ability to navigate and update multiple platforms simultaneously.
• Excellent written and verbal communication, with the ability to build strong relationships with colleagues, suppliers, and customers.
• Solid understanding of general insurance principles and claims processes.

Equal Opportunity Statement

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

We also welcome individuals who require reasonable adjustments during recruitment. Contact the recruitment team at [e-mail] to discuss any adjustments needed.