Major Loss Adjuster

Policy Expert Claims; Birmingham; On-site; GBP 60,000 - 65,000; Full time

Benefits offered by this job

Life insurance

Enhanced pension

Employee of the month

Refer a Friend

Birthday day

Volunteer day

Job summary

Policy Expert Claims is recruiting an experienced Domestic Major Loss Adjuster or Surveyor to take ownership of high-value household claims (£100,000+). You will conduct site surveys, assess damage, determine liability, and manage settlements with policyholders and experts.

The role requires strong technical knowledge of loss adjusting, building pathology and reinstatement, plus a proven track record with major or complex claims. Travel to policyholders' homes will be necessary.

Qualifications

• 5+ years' experience handling complex or high-value household claims.
• Formal industry qualification required (Chartered status preferred).
• Strong technical knowledge of building pathology and reinstatement for major/complex claims.
• Experience handling buildings and contents claims involving loss adjusters and legal representation.
• Experience using digital claims management systems and estimating tools (eg Xactware).
• Full, clean driving licence and willingness to travel to policyholders' homes.

Responsibilities

• Manage a caseload of major and complex household claims valued at £100,000+, from first notification through to settlement, taking full ownership of buildings, contents and accommodation elements.
• Conduct site visits and surveys to assess damage and validate estimates.
• Determine liability, coverage and indemnity, applying policy wordings and evidence.
• Negotiate settlements with policyholders and representatives across both buildings and contents.
• Arrange appropriate alternative accommodation in urgent, empathetic manner.
• Maintain reserves and ultimate values throughout the claim lifecycle.
• Identify opportunities for subrogation and recovery and refer as needed.
• Provide clear, compassionate communication to policyholders throughout the process.
• Keep claim files well-documented for audit and complaints purposes.
• Mentor Major Loss Executives and junior colleagues.

Skills

Household claims handling

Loss adjusting

Building pathology

Reinstatement knowledge

Policy wordings

Driving licence

Education

ACILA

DIP CILA

ACII

DIP CII

AssocRICS

MRICS

MCIOB

Tools

Xactware

Job description

About Us

Policy Expert Claims delivers a dedicated, end-to-end claims management service. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way.

Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results. With a 4.5-star Trustpilot rating, we’re proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.

Useful Links: Trustpilot ¦ Glassdoor

About the role

We are looking for an experienced Domestic Major Loss Adjuster or Surveyor to join our growing Major Loss team, handling complex household claims in excess of £100,000. This is a technical, hands-on role for a qualified claims professional who takes full ownership of every aspect of a claim, including buildings, contents and alternative accommodation. You will manage some of the most complex and high-value claims in our portfolio, from initial assessment through to final settlement.

Major loss claims can mean supporting customers through one of the most traumatic events of their lives, including the total loss of their home and possessions. You will therefore be a calm, reassuring and empathetic presence throughout the claims journey, combining strong technical expertise with genuine care for the customers you support.

You will take full ownership of a caseload of major and complex claims, conducting site visits and surveys, determining liability and coverage, and project managing contractors, suppliers and other experts to bring claims to a fair, efficient and customer-focused resolution.

This role would suit an experienced adjuster or surveyor with strong technical expertise in loss adjusting, building pathology and reinstatement, together with a proven track record of handling major or complex household claims.

Key Responsibilities

• Manage a caseload of major and complex household claims valued at £100,000+, from first notification through to settlement, taking full ownership of the buildings, contents and alternative accommodation elements of each claim.
• Conduct site visits and surveys to assess damage, establish the scope of reinstatement works, and validate contractor and loss assessor estimates.
• Determine liability, coverage and indemnity, applying an expert understanding of relevant policy wordings and evidence.
• Negotiate claim settlements directly with policyholders, loss assessors and their representatives across both buildings and contents claims.
• Assess and arrange appropriate alternative accommodation for policyholders, ensuring their immediate needs are met with urgency, empathy and care.
• Set and maintain accurate reserves and total incurred values, reviewing and adjusting these throughout the life of each claim.
• Identify and pursue subrogation, salvage and other recovery opportunities, referring these to the relevant team where required.
• Provide clear, compassionate and proactive communication to policyholders throughout what can be an extremely difficult and traumatic experience, including where customers have lost their home or possessions.
• Maintain claim files to a high standard, ensuring documents, photographs and communications are accurately and chronologically recorded for audit and complaints purposes.
• Provide mentoring, technical guidance and support to Major Loss Adjusting Executives and other junior colleagues.
• Identify and elevate potential fraud indicators, coverage concerns and complaints, including matters that may be referred to the Financial Ombudsman Service (FOS).
• Ensure all claims are handled in accordance with FCA requirements, delegated authority limits, internal governance standards and agreed service levels.

Key Requirements

• Proven experience in household property claims handling or loss adjusting, ideally with 5+ years' experience including complex or high-value claims.
• A formal industry qualification is required, with candidates either holding or working towards Chartered status. Relevant qualifications may include ACILA, DIP CILA, ACII or DIP CII for adjusters, or AssocRICS, MRICS or MCIOB for surveyors.
• Strong technical knowledge of building pathology, reinstatement methodology and major or complex household claims, including fire, flood, escape of water and ground movement.
• Proven experience handling buildings and contents claims involving loss assessors and legal representation.
• Experience using digital claims management systems and estimating tools, such as Xactware.
• A full, clean driving licence and willingness to travel to policyholders' homes as required.

In return, we can offer you

Basic Salary of up to £60,000 - £65,000 + £5000 car allowance as well as market leading benefits.

• 25 days Annual leave plus statutory holidays
• Discretionary performance related bonus

Just some of the great benefits we offer

• Life insurance cover
• Enhanced company pension scheme
• Employee of the month & employee of the year awards
• Refer a Friend scheme
• An extra day’s holiday for your birthday
• Paid volunteering/charity day a year

Application deadline: this position will remain open until we have found the right person for the job.

Policy Expert Claims is an equal opportunities employer, and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.