Legal Claims Handler - Motor Bodily Injury

TN United Kingdom; Bristol; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team as a Legal Claims Handler in a forward-thinking company, where your role is crucial in managing impactful claims and ensuring outstanding customer outcomes. This permanent, full-time position offers a hybrid working model, combining flexibility with the opportunity to work in a supportive environment. You'll utilize your critical thinking skills to assess claims, communicate effectively with legal representatives, and ensure adherence to policies. With excellent benefits, including generous holiday options and discounts on insurance, this role is perfect for those looking to make a meaningful impact while enjoying a balanced work-life experience.

Benefits

22 days holiday (plus option to buy/sell 5 days)

50% discount on home, motor, and pet insurance

Free travel insurance

Green Flag breakdown cover

Additional health and dental insurance options

Qualifications

• 1+ years in legal expenses claims handling or related claims experience.
• Law degree or equivalent qualification preferred.

Responsibilities

• Validate and approve legal expenses claims following business rules.
• Monitor legal representatives and manage customer expectations.

Skills

Legal Expenses Claims Handling

Critical Thinking

Communication Skills

Education

Law Degree

CILEX Qualification

Job description

Job Description

Bristol – Hybrid (2 days a week in the office)

Full Time, Permanent Position

Let’s be brilliant for our customers

Join us as a Legal Claims Handler, where you'll manage impactful claims and deliver outstanding customer outcomes.

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in data, technology, customer care, auto repair, HR, finance, and procurement, we’re a customer-obsessed market powerhouse. We all work together to be brilliant for customers, every single day.

We’ve welcomed our new CEO, Adam Winslow, and are beginning an exciting period of change with large-scale transformation plans aimed at driving value for our customers, colleagues, and shareholders.

Helping people when they need it most is rewarding—whether taking calls, assisting with queries, finding suitable insurance products, or supporting customers through claims. Our contact centre teams provide various forms of support in a busy, friendly environment.

What you’ll be doing

Reporting to the Legal Claims Expenses Team Leader, you will work closely with colleagues to achieve team objectives. Your critical thinking will help assess and validate claims, ensuring the right outcomes for customers and the business. You will communicate with legal representatives, making decisions on policy cover and costs that DLG will be liable for.

We value contributions from our people, enabling DLG to be one of Britain’s leading general insurers, offering decades of experience and knowledge to millions of customers.

Main responsibilities

• Validate requests for legal expenses cover and approve appropriate choices following business rules and claims authorization matrix.
• Authorize repudiation or rejection of claims following policies and procedures.
• Proactively monitor legal representatives’ conduct to ensure claims are managed within policy and cost controls.
• Manage customer expectations, explain decisions clearly, and resolve issues, including providing compensation when appropriate.
• Ensure adherence to TCF (Treating Customers Fairly) requirements.
• Conduct Quality Assurance reviews, providing feedback for performance improvement.

What we’re looking for

The Legal Expenses Claims department helps customers access justice and recover compensation or legal remedies without fear of hefty legal bills. We assist customers during challenging times, dealing with complex issues and customer vulnerabilities.

Skills required:

• At least 1 year of legal expenses claims handling or related claims experience.
• Or a Law degree, CILEX, or similar qualification.

What we offer in return

We value our people and their diverse perspectives, offering excellent benefits and flexible working options that combine home and office work depending on your role. Core benefits include:

• 22 days holiday (plus the option to buy or sell up to 5 days).
• 50% discount on home, motor, and pet insurance.
• Free travel insurance and Green Flag breakdown cover.
• Additional health and dental insurance options.

Ways of Working

Our hybrid model offers flexibility, typically involving 2 days in the office per week, with arrangements tailored to your role. Learn more about our flexible working approach.

We celebrate diversity and inclusivity, encouraging everyone to bring their whole selves to work through various initiatives and support systems.

Hours

35 hours per week, Monday to Friday, 9 am to 5 pm.