Technical Home Claims Handler

Hastings Direct; Leicester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Bonus scheme

Hybrid working

Life assurance

Income protection

Pension contributions

Mental wellbeing

Annual leave 25d+ BH

Healthcare cash back

Dental plans

Health assessments discount

Cycle to work

Tech schemes

Onsite facilities

Job summary

Hastings Direct in Leicester is seeking a Technical Home Claims Handler to deliver accurate, customer-focused home claims outcomes. You will manage a varied portfolio of claims from notification to resolution, using desktop settlements or liaising with suppliers, while upholding FCA regulations and Consumer Duty principles.

Reporting to the Home Claims Leader, you will act as a technical referral point, ensure fair outcomes, maintain SLAs, and support leadership with caseload distribution within

Qualifications

• Proven experience managing home insurance claims from notification to final settlement.
• Strong technical knowledge of claims handling, including scopes of work and policy types.
• Able to explain technical information clearly to customers while complying with Consumer Duty.
• Excellent organisation to manage workloads, SLAs, and allocation of claims.
• Strong systems capability across multiple platforms, MS Teams in particular.
• Excellent written and verbal communication with customers, suppliers and colleagues.

Responsibilities

• Manage a portfolio of home insurance claims from notification to resolution.
• Act as a technical referral point for colleagues, suppliers and stakeholders.
• Ensure claims are accurately reserved, loss-coded, scoped, and managed across systems.
• Collaborate with leadership to maintain best practices and improve processes.
• Deliver a market-leading service by meeting expectations and achieving objectives.
• Maintain FCA compliance and Consumer Duty requirements, training and standards.

Skills

Claims handling experience

Technical knowledge of claims

Clear communication

Organisational skills

Systems proficiency

Stakeholder collaboration

Job description

Role Overview

The Technical Home Claims Handler delivers accurate, customer-focused home claims outcomes. Reporting to the Home Claims Leader, the role manages a varied portfolio of claims within the authority limit, resolving them through desktop settlements or by liaising with suppliers. A reliable point of contact for customers, the handler ensures expectations are met and outcomes are fair while supporting the leadership team to achieve SLAs and manage caseload distribution.

Responsibilities

• Manage a portfolio of home insurance claims from notification to resolution, ensuring fair 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 to maintain best practice and drive continuous improvement across claims handling processes.
• Deliver a market-leading claims service by meeting customer expectations, challenging ineffective processes, and achieving business objectives.
• Maintain compliance with FCA regulations, Consumer Duty requirements, mandatory training, and competency standards.

Qualifications

• 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 while maintaining compliance with Consumer Duty principles.
• Excellent organisational skills, with ability to manage workloads accurately, meet SLAs, and allocate claims.
• Strong systems capability, including using multiple platforms simultaneously and collaborating through MS Teams.
• Excellent written and verbal communication skills, with ability to build strong relationships with customers, suppliers, and colleagues.

Benefits

• Competitive salary and bonus scheme.
• Flexible hybrid working arrangement.
• Financial wellbeing package, including life assurance cover, income protection, and matched pension contributions.
• Mental wellbeing programme and support.
• 25 days annual leave plus bank holidays with option to buy or sell one week.
• Additional perks such as health care cash back plans, dental plans, discounted health assessments, cycle to work and tech schemes, and onsite facilities.

Equal Opportunity Statement

Hastings Group is an equal opportunities employer. We treat people fairly and welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnicity, religion or belief, sexual orientation, gender reassignment, or marital status. We provide a thorough referencing process, including credit and criminal record checks, and offer full adjustments throughout the recruitment journey. Sponsorship is not available for this role.