Technical Complex Claims Handler - Bodily Injury

Hastings Direct; Leicester; Hybrid; GBP 40,000 - 54,000; Full time

Job summary

Hastings Direct is recruiting a Technical Complex Claims Handler – Bodily Injury to support customers across hybrid locations. You will manage a portfolio of BI cases, investigate liability and third party quantum claims, and settle outcomes within policy terms while avoiding excessive litigation.

The role emphasizes strong communication, collaboration with solicitors and internal teams, and a customer‑centric approach to deliver fair, efficient resolutions.

Qualifications

• Strong technical claims knowledge in Bodily Injury with motor claims experience.
• Familiarity with Fast Track/Stage 3 litigation processes.
• Excellent problem solving with ability to manage own workload.
• Customer-centric approach and strong communication with stakeholders.

Responsibilities

• Assist and support customers by proactively managing a portfolio of bodily injury cases.
• Investigate liability and third party presented quantum claims and agree fair outcomes.
• Negotiate between customer, solicitors and third parties to secure best outcomes.
• Settle third party claims within authority, avoiding unnecessary litigation and spend.
• Maintain relationships with internal/external stakeholders and coach teammates.

Skills

Bodily Injury claims

Motor claims handling

Litigation processes

Problem solving

Customer communication

Job description

Job Title: Technical Complex Claims Handler – Bodily Injury

Location: Bexhill, Leicester or London (all 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

As one of our Technical Complex Handlers, you’ll be assisting and supporting our customers when they need us most by proactively managing a portfolio of cases, investigating liability and third party presented quantum claims and agreeing fair outcomes within policy and legal liability.

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

• Gathering information to enable early arrival at the correct liability decision, giving consideration to economic settlement, and proactively securing appropriate recoveries to limit business exposure – negotiating between the customer, solicitors and any third parties to get the best outcome for our customers
• Settling Third Party Claims within financial handling authority to achieve the optimum claims settlement, using departmental and best practice strategies, giving consideration to the avoidance of unjustified litigation and unnecessary spend and ensuring any cases that are over authority are referred appropriately
• Identifying potential fraudulent cases and liaising with the relevant departments to combat fraud
• Managing and owning the customer experience (including third party), ensuring adherence at all times to the principles of Treating Customers Fairly and Internal Processes and Procedures
• Managing and maintaining effective relationships with both internal and external stakeholders to ensure service level agreements, internal and external policies and governance are adhered to
• Providing excellent referral responses and coaching/mentoring across the team and providing any support to the Coaching Team/Team Leaders to assist in the personal growth and development of the wider team

Essential Skills/experience

• Strong technical claims knowledge in relation to Bodily Injury, with recent motor claims experience of handling cases in excess of £25k
• Good knowledge of litigation processes (Fast Track/Stage 3)
• Excellent problem solving skills with the ability to manage own workload effectively
• Customer centric approach with strong communication skills and the ability to build strong relationships between customers and various stakeholders

The interview process

• Recruiter intro/screening call
• 1st stage interview with hiring leader (competency & technical)
• 2nd interview with hiring leaders 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 careers 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.