Subsidence Claims Handler

Hastings Direct; Bexhill-on-Sea; Hybrid; GBP 30,000 - 46,000; Full time

Benefits offered by this job

Flexible working

Bonus scheme

Financial wellbeing

Mental wellbeing

Annual leave

Health care cash back plans

Dental plans

Cycle to work

Tech schemes

Onsite facilities

Social events

Job summary

Hastings Direct is expanding its team and seeks a Subsidence Claims Handler to manage home subsidence and ground movement claims. You will be the main contact for customers, balancing technical accuracy with cost controls in a hybrid framework across Leicester or Bexhill.

You will investigate movement causes, interpret technical reports, and determine appropriate claim outcomes while upholding regulatory compliance and quality customer service.

Qualifications

• Experience handling home/household subsidence/ground movement claims.
• Ability to review technical reports and policy interpretations.
• Excellent customer service and communication skills.
• Proven judgment for balanced commercial decisions.

Responsibilities

• Manage a portfolio of subsidence/ground movement claims from validation to final settlement, ensuring timely progress.
• Assess policy coverage and determine claim entitlement using technical reports as evidence.
• Instruct and manage specialist suppliers/contractors to ensure service quality and value for money.
• Make informed claim decisions, balance reserves, and authorize payments within authority.
• Maintain proactive communication with customers throughout the journey and ensure compliance with policy terms.
• Keep accurate records, monitor regulatory compliance, and support continuous improvement.

Skills

Subsidence claims

Policy interpretation

Customer service

Communication skills

Job description

Welcome to Hastings Direct

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

Job Title: Subsidence Claims Handler

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’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on 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 fact you’re now reading this job advert means we’ve tempted you to find out more about – we really hope you like what you see, and you’ll join 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. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role Overview

Due to our incredible growth across the Home Claims space, we’re now looking for a number of Subsidence Claims Handlers to join the team. You’ll manage a portfolio of home/household subsidence and ground movement claims, acting as the point of contact for your customers. You’ll deliver outstanding customer outcomes while balancing technical accuracy, effective indemnity spend and regulatory compliance.

You’ll investigate the cause of movement, interpret technical reports and manage what can often be complex, long-term claims with empathy and professionalism. Your decisions will influence both customer experience and claim outcomes, ensuring repairs are appropriate, proportionate and compliant with policy terms.

Job details – you’ll need to have demonstrable experience in:

• Managing a portfolio of subsidence and ground movement claims, from initial validations through investigation, monitoring, repair and final settlement, ensuring claims progress efficiently and in line with service standards
• Assessing policy coverage, liability and claim entitlement, reviewing technical evidence including various reports to determine cause, scope and appropriate claim outcomes
• Instructing and managing specialist suppliers and contractors, including engineers, surveyors, drainage specialists and repair networks, ensuring service delivery, technical quality and value for money
• Making informed claim decisions and negotiating fair settlements, maintaining accurate reserves, controlling indemnity spend and authorising payments within delegated authority
• Delivering excellent customer service throughout the claims journey, providing proactive communication, managing expectations and supporting customers though complex and lengthy investigations
• Ensuring regulatory and technical compliance, maintaining accurate records, identifying potential fraud, delivering fair customer outcomes and contributing to continuous improvement in claims performance and processes

Essential Skills/experience

• Strong experience in handling home/household insurance claims, specifically in the subsidence/ground movement space
• Good ability to review and interpret technical reports and supporting evidence with a strong understanding of policy interpretation and home claims insurance principles
• Outstanding customer service and communication skills, combined with strong organisational skills
• Proven experience of being able to make balanced commercial decisions using sound judgement

The interview process

• Recruiter screening call
• 1st stage interview with hiring leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS). For more information on the DCS, please visit our inclusive business page on our career's website.

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

Benefits:

In addition to a competitive salary, you will also receive…

Flexible working

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

Competitive bonus scheme

all colleagues are eligible for our annual 4Cs performance bonus

Financial wellbeing

as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support

Mental wellbeing programme

we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs

There's more!

25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, 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 and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and 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.