Technical Household Claims Handler

Hastings Insurance Services; Leicester; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Flexible hybrid working

4Cs bonus scheme

Life assurance & income protection

Pension contributions up to 10%

Mental wellbeing support

Dental and health plans

Job summary

Hastings Insurance Services Limited is seeking a Technical Household 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 outcomes and clear communication with customers.

Reporting to the Home Claims Leader, you will support SLA achievement, review scopes of work, coordinate with suppliers, and ensure compliance with FCA regulations and Consumer Duty.

Qualifications

• Proven experience managing home insurance claims from notification to final settlement.
• Technical knowledge of claims handling, including scopes of work, buildings, contents, recoveries and subsidence.
• Ability to explain complex information clearly while complying with Consumer Duty requirements.
• Excellent organisational skills to manage workloads, SLAs, and tracking.

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, loss-coded, scoped, and managed across multiple systems.
• Collaborate with leadership to maintain best practice and drive improvements in claims handling.
• Deliver a market-leading claims service by meeting customer expectations and challenging processes.
• Maintain compliance with FCA regulations and Consumer Duty competency standards.

Skills

Communication skills

Active listening

Customer service

Organization

Tools

MS Teams

In-house claim 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 4 weeks

Salary

Competitive

Our approach to 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 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 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

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 t