Technical Home Claims Handler

Hastings Direct; Bexhill-on-Sea; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Competitive bonus

Financial wellbeing

Mental wellbeing programme

25 days annual leave + bank holidays

Cycle to work and tech schemes

Discounts and rewards

Job summary

Hastings Direct in the United Kingdom is seeking a Technical Home Claims Handler to join our growing in-house Home Claims team. You will manage a portfolio of home insurance claims from notification to resolution, delivering fair, accurate, and customer-focused outcomes.

Working 37.5 hours per week with hybrid working, you will balance desk-based settlements with liaising with suppliers, ensuring compliance with FCA and Consumer Duty standards, and supporting leadership to meet SLAs.

Qualifications

• Proven experience managing home insurance claims from first notification through to final settlement.
• Strong technical knowledge of claims handling, including scopes of work and buildings/contents/subsidence.
• Ability to communicate technical information clearly while complying with Consumer Duty.
• Excellent organisational skills to manage workloads, meet SLAs and track claims.

Responsibilities

• Manage a portfolio of home insurance claims from notification through to resolution.
• Act as a technical referral point for colleagues, suppliers and stakeholders, including FOS referrals.
• Ensure claims are reserved, coded, scoped and managed across multiple systems.
• Collaborate with leadership to improve claims handling processes and meet objectives.
• Deliver a market-leading service by meeting customer expectations and challenging processes.
• Maintain FCA/Consumer Duty compliance and complete required training.

Skills

Home claims experience

Strong communication

Active listening

Customer service

Technical claims knowledge

SLA management

MS Teams

In-house systems

Tools

MS Teams

In-house systems

Job description

Do you want to be part of a growing in-house Home Claims team?

Are you confident in your communication skills, with strong active listening and the ability to engage a diverse range of customers bothdigitally and on the phone?

Can you bring your Home Claims experience to life by delivering fair, confident, and transparent support to every customer you speak with?

Working Hours/Shift Patterns: You will work 37.5 hours per weekon a rotational shift pattern.

Training: The main training period lasts for 3 weeks

Salary: Competitive

Our approach to Hybrid Working : With hybrid working, you have more flexibility, as you usually onlyhave tovisit our office once a week and work remotely for the rest of the time. You can always opt to work from the office morefrequentlyif that suits you better. When we organise training and events you maybe requiredto attend in person for the duration.

Role Overview:
TheTechnicalHome Claims Handler plays a key role in delivering fair,accurateand customer-focused home claims outcomes.Reporting totheHome Claims Leader,you will manage a varied portfolio of claims within your authority limit,resolving themthrough desktop settlementsor byliaising with suppliers. You will act as a reliable point of contact for customers throughout their claim journey, ensuring expectations are met and outcomes are fair.Alongside day-to-day case handling, you will supporttheleadershipteamby achieving SLAs by helping to manage caseload distribution.

Job Details:

• Manage a portfolio of home insurance claims from notification through to resolution, ensuring fair customer outcomes and adherence to Hastings’ standards

• Act as a technical referral point for colleagues, suppliers, and stakeholders, providing guidance on complex claims and complaint handling, including FOS referrals

• Ensure claims are accurately reserved, loss-coded, scoped, and managed across multiple systems to support effective pricing and reserving

• Collaborate with leadership and Claims Team Leaders tomaintainbest practice and drive continuous improvement across claims handling processes

• Deliver a market-leading claims service by meeting customer expectations, challenging ineffective processes, and achieving businessobjectives

• Maintain compliance with FCA regulations, Consumer Duty requirements, mandatory training, and competency standards

Essential skills/experience:

• Proven experience managing home insurance claims from first notification through to final settlement

• Strong technical knowledge of claims handling, including reviewing and approving scopes of work and understanding buildings, contents, recoveries, and subsidence claims

• Ability to communicate technical information clearly and fairly to customers whilemaintainingcompliance with Consumer Duty principles

• Excellent organisational skills with the ability to manage workloads accurately, meet SLAs, and effectively track andallocateclaims

• Strong systems capability, including using multiple platforms simultaneously and collaborating through MS Teams and other in-house systems

• Excellent written and verbal communication skills, with the ability to build strong relationships with customers, suppliers, and colleagues

As one of our colleagues,you’llbe helping to drive our growth, so in return,we’llgive you all the support,trainingand development you need. That includes initial in-house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on-going training tailored to your individual needs. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. And the chance to develop your career across our business, with opportunities for secondments, or to become a coach.

Benefits: In addition to a competitivesalary,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 anaward-winningpackage 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 colleagueassistanceprogramme available 24/7, our own in-house mental health first aiders, supportgroupsand a dedicated team to make sure we are covering your needs

• There’smore! – 25 days annual leave + bank holidays, with the option to buy or sell one ofyour 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 andyou’llfinda different wayof doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers,companyand community. As one of our colleagues,you’llbe helping to drive our growth, so in return,we’llgive you all the support,trainingand 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’lldeliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

As a Disability Confident employer,we’recommitted to ensuring our recruitment processes are fully inclusive – for more information on the Disability Confident Scheme (DCS), please visit our inclusive business page on ourcareerswebsite. For this position,we’reregrettably unable to accept applications through the DCS due to the extremely high volumes of applications we receive. However,you’llof course have fair access to support and adjustments throughout your recruitment journey.

Regrettablywe are unable to offer sponsorship for this role.

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.

Job posting end date: