Property Insurance Adviser

Join our Desk-based Claims Team as a Property Insurance Adviser, managing Home, SME, and Commercial claims with digital precision to shape the future of insurance excellence.

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people across data, technology, customer care, auto repair, HR, finance, and procurement, we’re a customer-obsessed market leader. We work together to deliver exceptional service every day.

Helping people when they need it most is rewarding—whether taking calls, assisting with queries, finding suitable insurance products, or supporting during roadside breakdowns. Our contact centre teams provide diverse support in a busy, friendly environment with strong culture and training.

What you'll be doing

Reporting to the Property Insurance Area Manager, you'll manage Home, SME, and Commercial claims by reviewing digital evidence from online portals, providing back-office surge support, and ensuring high customer service standards to achieve top Net Promoter Scores.

1. Manage claims within financial limits (£50,000 for Home, £15,000 for Commercial), using digital evidence like videos and photos to define repair scopes for negotiation and settlement.
2. Handle claims exceeding Delegated Authority under supervision of Technical & Large Loss experts.
3. Select appropriate claims settlement approaches, leveraging our supply chain.
4. Ensure compliance with business rules related to policy coverage, indemnity, records, reserving, activity processes, repudiations, recovery, payments, and GDPR.
5. Support Customer Relations to resolve complaints effectively.
6. Own informal claims-related complaints, providing summaries for resolution.
7. Assess repair needs and serve as technical reference for scope adjustments.
8. Assist with Home claims involving subrogation, investigations, and recovery opportunities.
9. Maintain relationships with operational teams, assisting claim handlers as needed.
10. Follow principles of Fair Treatment of Customers in all interactions.
11. Manage and own risks in line with the DLG risk framework.

What we're looking for

• Extensive knowledge of Home, SME, and Commercial insurance.
• Proficiency in policy interpretation.
• Expertise in buildings and contents quantum assessment.
• Ability to create repair propositions using modern construction methods.
• Skill in fraud detection.

What we offer in return

We value our people and their diverse perspectives. Benefits include:

• Annual bonus up to 10%
• 25 days holiday (plus buy/sell options)
• 50% off home, motor, and pet insurance
• Free travel insurance and Green Flag breakdown cover
• Optional health and dental insurance
• And more

Ways of Working

Our hybrid model combines home and office work, with most colleagues in the office 2 days a week. We offer flexible options tailored to your role. Read our flexible working approach.

We champion diversity and inclusion, providing a workplace where everyone can be authentic. Learn more at our website.

Hours: 35 hours, Monday to Friday, 9am to 5pm