Motor Claims Handler

Hastings Direct; Bristol; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Hastings Direct is seeking a full-time motor claims handler based in Bristol. You will support customers involved in road traffic accidents, maintain communication throughout the claims process, and manage incoming and outbound calls. The role offers a starting salary of £25,150, increasing with training completion, all within a dynamic and inclusive environment focused on personal growth.

Benefits

Attractive, experience-based salary

Annual performance bonus

Healthcare cash plan

Life assurance and income protection

25 days annual leave + bank holidays

Private healthcare and dental

Onsite facilities and social events

Qualifications

• Outstanding customer service skills.
• Excellent verbal and written communication skills.
• Organizational skills and attention to detail.

Responsibilities

• Communicate with customers regarding claims.
• Maintain accurate records and update customers throughout the process.
• Achieve departmental targets.

Skills

Outstanding customer service

Excellent verbal communication

Excellent written communication

Proactive approach

Organizational skills

Attention to detail

Job description

At Hastings Direct, storing your data securely is very important to us. Please see our Data Protection Statement and Job Application Terms & Conditions here for details on how your information will be stored.

Full-time, Monday – Friday 09:00 – 17:30

Start Date: August

Salary: The role offers a starting salary of £25,150. Upon successful completion of your training (typically 8 weeks), this will increase to £25,500. From there, we're committed to supporting your growth with tailored coaching and development tools to help you reach the level of Mastery Customer Claims Handler, which comes with a salary of £30,000.

At Hastings Direct, we have a simple ambition – to be the best and biggest digital insurance provider in the UK. Our Customer teams play a vital role in that, speaking to thousands of customers every day and delivering high-quality insurance service.

Your role:

You will be part of a busy, fast-paced department responsible for supporting customers involved in road traffic accidents, regardless of fault. Your role involves communicating with customers via verbal and written means, discussing options whether their vehicle is repairable or deemed a write-off.

Our main objective is to get our customer back on the road as quickly as possible.

As a motor claims handler, you will prioritize providing a simple, straightforward journey by keeping customers updated throughout their claim, proactively chasing updates from repair suppliers. If the vehicle is a write-off, you will update customers on the valuation.

Clear, confident communication from the outset is vital to prevent confusion and ensure a seamless customer journey.

Manage a portfolio of policyholder’s repair/write-off claims.

Handle incoming and outbound calls from customers and external partners.

Provide excellent customer service, empathy, and understanding, with clear expectations and regular updates throughout the claims process.

Validate claims and policies.

Maintain accurate records, reserves, and a proactive diary system for timely case reviews.

Achieve departmental and business targets.

Skills we would love you to have:

• Outstanding customer service with excellent verbal and written communication skills
• Proactive approach to work
• Organizational skills with the ability to prioritize workload
• Natural ability to lead conversations and handle objections
• High attention to detail

What we offer:

Join us and experience our 4Cs approach—focusing on colleagues, customers, company, and community. We support your growth with training, recognition, and opportunities to voice ideas.

Reward:

• Salary: Attractive, experience-based salary with annual pay reviews
• Flexible Working: Hybrid approach—discuss options with your recruiter
• Bonus Scheme: Annual performance bonus based on company and personal performance
• Physical Wellbeing: Healthcare cash plan
• Financial Wellbeing: Life assurance, income protection, pension match up to 10%, discounts, mortgage advice, and financial support
• Mental Wellbeing: Thrive mental health app, 24/7 support, mental health first aiders, support groups
• Additional Benefits: 25 days annual leave + bank holidays, private healthcare, dental, discounts, schemes, onsite facilities, social events, and more. Some benefits are available post-probation.

We are a Disability Confident employer committed to inclusivity. Due to high application volumes, we cannot accept applications through the DCS scheme but offer online assessments with adjustments available.

We promote an inclusive environment. If you need adjustments during recruitment, contact us for support.

Hastings Direct is a fast-growing, digital insurer serving over 2.8 million customers with 3,400+ colleagues. Our vision is to be the UK’s leading digital insurance provider.

Our culture emphasizes doing right by colleagues, customers, and communities. We offer a dynamic, flexible, and fun environment where you can make a difference.

Learn more about #LifeatHD

Watch our video and explore colleague stories to learn more about life at Hastings Direct.