Technical Household Claims Handler

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

Benefits offered by this job

Hybrid working

Annual leave 25 days + bank holidays

Competitive annual bonus (4Cs)

Job summary

Hastings Direct is expanding its Home Claims team and seeks a Technical Household Claims Handler to deliver fair, accurate outcomes for customers. The role reports to the Home Claims Leader and balances desk settlements with supplier liaison to resolve claims efficiently.

You’ll manage a varied portfolio, meet SLAs, maintain regulatory standards, and support leadership with continuous improvement while training and developing within a hybrid office-and-home setup.

Qualifications

• Proven experience managing home insurance claims from notification through final settlement.
• Strong technical knowledge of claims handling, including reviewing 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 the ability to manage workloads accurately, meet SLAs, and effectively track and allocate claims.
• 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.

Responsibilities

• 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 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.

Skills

Home claims management

Technical claims knowledge

Clear communication

Organisation & SLAs

MS Teams & in-house systems

Customer relationships

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 both digitally 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? If so, we’d love to hear from you!

Working Hours/Shift Patterns

You will work 37.5 hours per week on a rotational shift pattern. Please get in touch with our recruitment team to find out more.

Training

The main training period lasts for 3 weeks.

Salary

Competitive.

Hybrid Working

With hybrid working, you have more flexibility, as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.

Role Overview

The Technical Household Claims Handler plays a key role in delivering fair, accurate and customer‑focused home claims outcomes. Reporting to the Home Claims Leader, you will manage a varied portfolio of claims within your authority limit, resolving them through desktop settlements or by liaising 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 support the leadership team by achieving SLAs and 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 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

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 while maintaining compliance with Consumer Duty principles
• Excellent organisational skills with the ability to manage workloads accurately, meet SLAs, and effectively track and allocate claims
• 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’ll be helping to drive our growth, so in return, we’ll give you all the support, training and 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, ongoing 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

• 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.

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

Regrettably we 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.