Technical Home Claims Handler

Trinity-Claims; Tonbridge; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

On-site gym

Free on-site parking

Free on-site breakfast bar

Complimentary on-site snacks and soft?

Job summary

Trinity Claims is seeking a customer-focused Claims Advisor to manage a portfolio of fast-moving household claims in the UK. You will advise policyholders, verify coverage, gather documentation, and drive claims from start to settlement with a strong emphasis on service quality.

Key duties include handling general and buildings-related queries, responding within SLAs, high-volume prioritisation, and contributing to continuous improvements in customer service delivery, while maintaining empathy

Qualifications

• Experience handling household/claims lifecycles.
• Ability to interpret policy wording to determine liability and coverage.
• Strong analytical ability with invoices, estimates and photos.

Responsibilities

• Advise policyholders on general queries and claim issues, including buildings-related queries.
• Respond to portal messages within SLAs and build rapport with customers.
• Check coverage, gather documentation, and ensure claims progress methodically from setup to settlement.

Skills

Claims handling

Policy interpretation

Analytical skills

Fraud awareness

Stakeholder communication

Job description

Trinity Claims delivers a dedicated, end-to-end claims management service exclusively for our sister company, Policy Expert. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way.

Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results. With a 4.5-star Trustpilot rating, we’re proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.

We are looking for an enthusiastic and customer-focused Claims Advisor to manage a portfolio of fast-moving household claims. This role involves advising policyholders, verifying coverage, gathering documentation, handling general and buildings-related claim queries, and ensuring smooth claim progression from start to settlement. Strong communication, organisation, and problem-solving skills are essential, along with the ability to prioritise tasks in a high-volume environment.

This is a fantastic opportunity for someone who is motivated, empathetic, and passionate about delivering excellent customer service.

Key Responsibilities:

• Advise policyholders on general queries and insurance claims issues, buildings-related queries for relevant or related peril
• Respond to policyholder portal messages professionally and within agreed SLAs.
• Build policyholder confidence by developing rapport and listening to each customer’s specific needs.
• Check policy coverage, gather documentation (receipts, photographs, accident reports), and ensure claims are processed methodically.
• Arrange for payments within authority levels and negotiate settlements both verbally and in writing.
• Manage a high-volume portfolio of claims, prioritising by individual circumstances from set-up to settlement.
• Perform basic fraud checks and eliminate suspicious circumstances to the Counter Fraud team.
• Assist with overflow calls during peak times as necessary.
• Constantly seek improvements in customer service delivery.
• Assist with audit and oversight of the Surveyor and Contractor Network, working with Regional Technical Surveyors and the Supply Chain Manager.
• Review surveyor reports for accuracy and compliance.
• Validate contractor estimates against pricing models, estimating software, and policy conditions.
• Monitor and update claim reserves, authorise cash settlements, and close claims.
• Measure and cost building works, identifying the financial impact of changes.
• Apply knowledge of contracts and policy terms when delivering claim decisions.
• Instruct, liaise with, and oversee contractors and suppliers.
• Support audits and performance monitoring of the surveyor and contractor network.
• Provide technical advice to the claims team on construction techniques, repair methods, and materials.
• Review and resolve policyholder scope disputes and declined claims in line with policy terms.
• Ensure health, safety, and sustainability considerations are addressed in decisions.
• Customer and Stakeholder Communication
• Deliver clear, concise, and accurate claim decisions to policyholders and suppliers.
• Manage policyholder queries and disputes in a professional and empathetic manner.
• Maintain accurate records to support conflict avoidance and resolution.

Customer Communication & Complaint Management

• Deliver professional, empathetic and proactive service throughout the customer journey, recognising the impact of property damage on customers.
• Respond to policyholder portal messages, telephone enquiries and correspondence within agreed service levels.
• Build customer confidence through clear communication, effective expectation setting and regular updates.
• Select the most appropriate communication method for each interaction, proactively contacting customers by telephone where discussions are complex, sensitive, likely to require detailed explanation or involve delivering difficult news, ensuring customers receive a clear and personalised service.
• Take ownership of complaints relating to your claim portfolio, seeking to resolve concerns promptly, fairly and at the earliest opportunity.
• Aim to resolve a minimum of 50% of complaints informally within 3 working days, using effective communication and sound judgement to restore customer confidence and avoid unnecessary escalation.
• Where informal resolution is not possible, ensure complaints are fully investigated, accurately documented and progressed promptly to support the issue of a Final Response Letter within the regulatory 8-week timeframe.
• Identify recurring complaint themes and contribute to improvements in customer experience and operational processes.
• Liaise with internal teams, third-party suppliers, contractors, and surveyors to ensure all parties are updated and claims progress smoothly.
• Build and maintain effective working relationships with suppliers, ensuring clear and concise communication.
• Demonstrate tact and assertiveness when dealing with the Supplier/Surveyor Network.
• Support the audit and performance management of suppliers and contractors.

General

• Ensure SLAs and KPIs are consistently met and maintained.
• Undertake any individual or team task or activity reasonably requested and in line with company values.

Key Requirements:

• Previous experience handling household claims
• Working knowledge of household insurance policies, terms, exclusions, and claim lifecycles.
• Ability to interpret and apply policy wording accurately to determine liability and coverage.
• Strong analytical ability to assess technical reports, estimates, invoices, and photographic evidence.
• Capable of identifying inconsistencies or exaggerations in claims and escalating where necessary (e.g, potential fraud).
• Skilled at making accurate and fair settlement decisions.
• Ability to manage content claims
• Ability to manage individual file ownership, follow actions through to completion and escalating appropriately where support or authority is required.
• Ability to understand and progress basic buildings claim queries, including repair scopes, supplier recommendations and claim-related variations.
• Confidence in asking appropriate questions and escalating technical matters when further review is required

In return, we can offer you:

Basic Salary £26-28,000 (DOE) as well as market leading benefits.

25 days Annual leave plus statutory holidays.

Just some of the great benefits we offer:

• On-site gym
• Free on-site parking
• Free on-site breakfast bar
• Complimentary on-site snacks and soft drinks
• Discretionary performance related bonus
• An extra day’s holiday for your birthday

Application deadline: this position will remain open until we have found the right person for the job.

Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.

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