Senior Claims Handler

Acorn Insurance Ltd; Liverpool; Hybrid; GBP 27,000 - 39,000; Full time

Job summary

A leading insurance company in Liverpool is seeking a Senior Claims Handler to manage Fleet and Specialist motor claims. This role involves validating claims, assessing liability, and ensuring exceptional customer service. Ideal candidates will have significant experience in personal injury and credit hire claims, strong communication skills, and a proactive approach. The position offers hybrid working arrangements and a competitive salary, along with various employee benefits including mental health support and generous holiday allowances.

Benefits

35 days' holiday

24/7 mental health support

Flexible benefits

Qualifications

• Experience in handling claims, especially PI and credit hire claims.
• Strong understanding of Pre-Action Protocol and Civil Procedure Rules.
• Ability to work in a collaborative team environment.

Responsibilities

• Manage a portfolio of Fleet and Specialist claims from start to settlement.
• Validate claims for indemnity and fraud.
• Ensure accurate quantum assessment of claims.

Skills

Persuasive communication

Relationship management

Self-starter

Organizational skills

Analytical decision-making

Job description

Role: Senior Claims Handler

Location: Liverpool or Sevenoaks with hybrid working

Salary: Between £27,651 and £38,160 DOE plus £2000 annual bonus potential achieved quarterly

Job Type: Full Time, Permanent

Working hours: Monday to Friday 9:00am - 5:30pm, 37.5 hours per week

We are currently recruiting a Senior Claims Handler to join the Fleet and Specialist product team. This individual will be pro‑actively managing a portfolio of Fleet and Specialist products in motor claims from start through settlement, covering all Heads of Damage such as Accidental Damage, Property Damage, Credit Hire and Third‑party Personal Injury claims (Portal and Non‑Portal). You will be providing an exceptional level of service and relationship management to our Fleet customers.

What you will be doing:

• Validate all claims for indemnity and fraud.
• Assess liability including communication of our decision.
• Contact all potential claimants or representatives in a timely manner to establish our exposure in respect of all Heads of Damage, ensuring that key information is obtained and updated on the claim file.
• Accurate quantum assessment of claims presented using the relevant tools available to assist.
• Identify cases where intervening on vehicle losses will reduce our overall exposure, utilising the resource of specialist in‑house motor engineers.
• Ensure indemnity spend is minimized by commercial decision‑making.
• Proactive diary management to monitor and progress cases.
• Application and investigation to ensure accurate reserves in line with company guidelines.
• Accountability for own performance against set objectives.
• Adherence to best practice and key strategies.
• Effective file and portfolio management.
• Assist with coaching and mentoring of less experienced handlers.
• Any other ad hoc task as the needs of the business dictate.

What we're looking for:

• Persuasive, strong and confident communicator with the ability to relationship manage.
• Ability to use own initiative to explore all options to achieve the best outcome for the business.
• Motivated self‑starter.
• Ability to work as part of a team.
• Ability to work in a culture of openness, trust, and respect.
• Strong organisational skills with the ability to prioritise tasks.
• Ability to fact‑find and analyse information to result in accurate decision‑making.
• Significant PI and/or credit hire claims experience, commercial market awareness and extensive working knowledge of the Pre‑Action Protocol, Civil Procedure Rules & hourly rate costs.
• Experience of handling Injury claims outside of the Low Value Personal Injury claims Portal.
• Ability to use own initiative to explore all options to achieve the best outcome for the business.

Grow with Acorn

At Acorn Insurance, we're proud of our Liverpool roots – and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• We run through walls for our customers and each other.
• We challenge the status quo.
• We succeed when we help those around us succeed.
• We decide quickly when the smart thing to do is use our judgement.

Benefits

• 35 days' holiday (including bank holidays) with additional buy/sell options.
• 24/7 mental health support & free counselling available.
• Grow with us: Through career fairs, leadership programmes, and learning on the go!
• Flexible benefits, including early access to salary via our internal platform.
• Hybrid working options to support work‑life balance and individual needs.
• Recognition awards, social events & more.

Our Commitment to our colleagues

• Mindful Employer – championing mental health and wellbeing.
• Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities.
• Menopause Friendly accredited – supporting every stage of life.
• Armed Forces Covenant signatory – honouring those who serve.
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture.
• Best Place to Work for Development – proud to be investing in people's future.
• Best Place to Work for Women – breaking down barriers to women's career progression.

A Few Things to Know Before You Apply

Checks & Clearances: All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

Visa Requirements: Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post‑Study Work visa. At the moment, we're not able to offer visa sponsorship.

To apply, please click APPLY to submit your CV for this role.

Candidates with experience or relevant job titles of; Insurance Claims Executive, Claims Account Manager, Senior Claims Handler, Senior Customer Claims Handler, Senior Claims Assistant may all be considered.