Technical Household Claims Handler

SmartRecruiters, Inc.; Royal Tunbridge Wells; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

Up to 10% annual bonus

Employee discounts

Job summary

The AA is seeking an experienced subsidence claims specialist to manage high-value household cases, primarily subsidence, while collaborating with the Major & Complex team on challenging matters. You will own cases end-to-end, applying policy and recovery principles to deliver fair outcomes.

Hybrid working with 3 days in Tunbridge Wells office, alongside a competitive salary and up to 10% annual bonus. Join a team that values empathy, accuracy and timely delivery for customers.

Qualifications

• Strong, demonstrable experience handling subsidence claims.
• Experience with other technical property claims (escape of water, flood, fire, oil spill).
• End-to-end experience adjusting complex and higher-value property claims.
• Experience as a technical referral point or guiding colleagues on complex claims.
• Knowledge of indemnity, liability and recovery, complaints handling, policy wording.
• Excellent written and verbal communication with empathy and judgement.
• Ability to balance customer needs with effective claims management.

Responsibilities

• Take ownership of technical and higher-value household claims from initial review through to conclusion, delivering fair and timely outcomes for customers.
• Interpret and apply policy wording, indemnity, liability and recovery principles accurately, ensuring decisions are clear, consistent and well founded.
• Identify and control leakage and manage requirements such as alternative accommodation, balancing customer needs with effective claims management.
• Act as a technical referral point for complex claims, providing practical guidance and sharing expertise to build confidence and capability across the team.
• Partner with the Major & Complex team on referred cases, escalating issues appropriately and maintaining momentum through to resolution.
• Communicate clearly and sensitively with customers and stakeholders, using empathy, tact, assertiveness and diplomacy in challenging or distressing circumstances.
• Maintain high standards of case handling and administration, taking ownership, meeting deadlines and adapting priorities in a busy claims environment.

Skills

Subsidence claims

Technical property claims

Complex claim handling

Claim referrals

Indemnity & liability

Empathy & comms

Job description

• Hybrid working, with 3 days per week in our Tunbridge Wells office
• Competitive salary plus up to 10% annual bonus
• Own a varied portfolio of technical and higher-value household claims, with a particular focus on complex subsidence cases alongside escape of water, flood, fire and oil spill claims.
• Become a trusted technical referral point, using your expertise to support colleagues and deliver fair outcomes for customers
• Develop your specialist claims expertise through close collaboration with our Major & Complex team while helping build capability across the wider claims function

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

Job Description

This is the Job

If you have strong experience handling subsidence claims and enjoy getting to the heart of complex property claims, this is an opportunity to put your technical expertise and judgement to work where it really matters.

We are particularly interested in experienced subsidence claims professionals who want to use their technical expertise within a wider complex household claims environment.

You’ll manage a portfolio of technical and higher-value household claims, the majority of which will be Subsidence but may also include escape of water, flood, fire, and oil spill cases. Taking ownership from initial review through to resolution, you’ll apply your claims expertise to keep cases moving, manage leakage and deliver fair, accurate and timely outcomes.

Alongside managing your own caseload, you’ll be a trusted technical referral point for the wider claims team and work closely with our Major & Complex team on more challenging cases. You’ll share your expertise, support colleagues’ development and bring the empathy, ownership and clear communication our customers need when dealing with difficult or distressing circumstances.

Key Responsibilities

• Take ownership of technical and higher-value household claims from initial review through to conclusion, delivering fair and timely outcomes for customers.
• Interpret and apply policy wording, indemnity, liability and recovery principles accurately, ensuring decisions are clear, consistent and well founded.
• Identify and control leakage and manage requirements such as alternative accommodation, balancing customer needs with effective claims management.
• Act as a technical referral point for complex claims, providing practical guidance and sharing expertise to build confidence and capability across the team.
• Partner with the Major & Complex team on referred cases, escalating issues appropriately and maintaining momentum through to resolution.
• Communicate clearly and sensitively with customers and stakeholders, using empathy, tact, assertiveness and diplomacy in challenging or distressing circumstances.
• Maintain high standards of case handling and administration, taking ownership, meeting deadlines and adapting priorities in a busy claims environment.

What Do I Need?

You’ll Bring

• Strong, demonstrable experience handling subsidence claims, ideally managing complex cases through to conclusion.
• Experience handling other technical property claims such as escape of water, flood, fire or oil spill.
• Proven experience adjusting complex and higher-value property claims end to end.
• Experience acting as a technical referral point or providing guidance to colleagues on complex claims issues.
• A strong working knowledge of indemnity, liability and recovery, complaints handling, data protection and the application of policy wording.
• Excellent written and verbal communication skills, with the empathy and judgement to support customers through potentially distressing circumstances.
• Strong accuracy, organisation, numeracy and problem-solving skills, with the ability to manage competing priorities, work under pressure and meet deadlines.

Nice to Have

• Experience working with loss assessors.
• Experience working with or referring cases to Major & Complex claims teams.

Additional Information

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.
Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits
We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme