Major and Complex Loss Handler - Home Claims

Hastings Direct; Bexhill-on-Sea; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

4Cs bonus scheme

Hybrid working environment

Life assurance 4x salary

Income protection

Pension contributions up to 10%

Cycle to work

Tech schemes

Discounts & cashback

Annual leave 25 days

Job summary

Hastings Direct is seeking a Major and Complex Loss Claims Handler for Home Claims, with hybrid working options in Leicester or Bexhill-on-Sea. You will manage a portfolio of large loss and subsidence claims, develop case plans, coordinate with suppliers, ensure fair outcomes, and support the wider team with technical guidance.

The role emphasizes handling complaints, applying Consumer Duty principles, and delivering excellent service while driving financial and customer outcomes for Hastings

Qualifications

• Strong technical claims knowledge across perils including subsidence.
• Experience handling large loss home claims (£100k+).
• Understanding and applying Consumer Duty principles.

Responsibilities

• Manage a portfolio of major loss and complex home claims, including subsidence.
• Develop detailed case management plans for each customer.
• Coordinate with suppliers to settle claims promptly and fairly.
• Identify recoveries and support fraud detection.
• Coach and mentor colleagues as needed.

Skills

Technical claims knowledge

Large loss claims

Subsidence experience

Complaint handling

Consumer Duty understanding

ICO BS knowledge

Job description

Job Title: Major and Complex Loss Claims Handler – Home Claims

Location: Leicester or Bexhill (hybrid)

Welcome to Hastings Direct

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market.We’vemade huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture.We’reproud of the journeywe’reon as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The factyou’renow reading this job advert meanswe’vetempted you to find out more about #lifeatHD – we really hope you like what you see, andyou’lljoin us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. Ifyou’reexcited about joining us and think you have some of whatwe’relooking for, even ifyou’renot 100% sure we would love to hear from you.

Role overview

Your primary focus will be managing a portfolio ofmajor loss and complex home insurance claims, and well as handling subsidence claims. You will be responsible for processing new claims and managing existing ones,developinga detailed case management plan for each customer within your portfolio. You will workclosely with colleagues and suppliers to settle claims promptly, equitably and deliver excellent service to our customers. Within your claim handling, you’ll be responsible foridentifyingpotentialrecoveries and highlighting claims to our insight area to prevent fraud. Additionally, you will serve as a referral point when necessary, providing coaching, mentoring, and training to others.

Job details –you’llneed to have demonstrable experiencein:

• Managing a portfolio oflarge loss and subsidence claims from £100,000 upwardsachieving optimal financial outcomes in line with our financial goals

• Developingtailored case plans, managing and working with keysuppliers to achieveoptimal claimresolutions

• Ensure that you are meeting customers’ fair and reasonable expectations and provide good outcomes.

• Ensuring claims are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving

• Collaborating with the wider team todevelop andmaintain best practice documents on technical applications forvarious aspects of home claimsincluding buildings, contents, and recoveries.Appropriately highlight where processes and procedures need altering to achieve our expectations

• Achieving both financial and customer satisfaction outcomes that position Hastings Direct as a market-leading home claims handling function

• Handling, resolving, and helping to prevent complaints (including FOS referrals), ensuring that any changes are communicated back to the relevant parties as best practice and acting as a technical referral point for lower-level complaints when supporting handlers

Essential skills/experience:

• Strong technicalclaimsknowledge andproven experience of handling large loss home claims across all perils including subsidence from £100k+ (no upper limit)

• Good knowledge of building construction and reinstatement processes

• A proven track record of handling and resolving complaints and have an understanding and able to apply the principles ofConsumerDuty when dealing with or advising customers - able to appropriately identify and support vulnerable customers

• A comprehensive understanding of the Principles of Insurance and knowledge of ICOBS

As a Disability Confident employer,we’recommitted to ensuring our recruitment processes are fully inclusive – what this means to you is ifyou’reapplying for a job with us,you’llhave fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).Formore information on the DCS, please visit our inclusive business page on ourcareerswebsite.

Regrettably, we are unable to offer sponsorship for this role.

Benefits: Inadditionto a competitivesalaryyou will also receive…

Flexibleworking –we champion a flexible hybrid working approach–please speak to your recruiter to discuss in more detail

Competitivebonusscheme -all colleagues are eligible for our annual 4Cs performance bonus

Financialwellbeing –as well as providing you with 4x your salary with our life assurance cover,income protectionat no extra cost,and matchedpension contributionsup to 10%, we are proud to provide you with anaward winningpackage which includes – discounts,cashback,free independent mortgage adviceand free access to financial wellbeing support

Mentalwellbeingprogramme –we have the thrive mental health app, our colleagueassistanceprogramme available 24/7, our own in-house mental health first aiders, supportgroupsand a dedicated team to make sure we are covering your needs

There’smore! – 25days annual leave + bank holidays, with the option to buy or sell one of yourweeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….

Join us andyou’llfinda different wayof doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers,companyand community. As one of our colleagues,you’llbe helping to drive our growth, so in return,we’llgive you all the support,trainingand development you need.Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

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. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.