Technical Claims Handler – Household

Location: Tunbridge Wells (hybrid 3x per week in the office)

Employment Type: Full time permanent

Salary: Up to £35k D.O.E.

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team.

This is the job:

• You'll take ownership of a portfolio of technical and high value cases, including fire, subsidence, oil spills, and complex water damage claims.
• Working within your authority limits or escalating to the Major & Complex Loss team when needed, you'll play a key role in delivering exceptional outcomes for our customers.
• As a technical referral point within the Escape of Water team, you'll collaborate closely with the Major & Complex Loss team and act as a trusted advisor.
• Your expertise will help shape best practices and support the development of colleagues, ensuring our team continues to lead the market in knowledge and capability.

If you're passionate about solving complex problems, sharing expertise, and making a real impact, this role is for you.

What will I be doing?

• Taking the lead on technical claims handling, with a strong focus on complex cases rather than people management.
• Acting as a trusted technical reference point within the claims function, supporting colleagues with expertise and guidance.
• Managing escape of water or flood claims or other high-value property claims such as fire, subsidence, and oil spills from start to finish, ensuring accuracy and efficiency.
• Handling larger and more complex claims, often exceeding £10,000, and balancing competing priorities with confidence.
• Demonstrating full end-to-end adjustment of complex water damage claims, including those requiring alternative accommodation.
• Controlling leakage in wet peril claims and ensuring robust cost management throughout the process.
• Serving as the go-to referral point for complex claim issues within the team, providing clarity and solutions.
• Building strong relationships with loss assessors and, where possible, collaborating with Major & Complex Loss teams to deliver outstanding outcomes.

What do I need?

• Proven expertise in handling escape of water or flood claims, or significant experience managing other technical property claims (fire, subsidence, oil spills) through to resolution.
• A track record of delivering to the highest standards, with strong knowledge of claims processes and best practices.
• Excellent communication skills, both spoken and written, with the ability to explain complex issues clearly.
• Accuracy and attention to detail in every aspect of your work.
• A positive, confident approach when supporting customers during challenging situations.
• The ability to demonstrate empathy, tact, assertiveness, and diplomacy, understanding that customers may be distressed following an incident.
• Resilience under pressure, with the ability to meet deadlines and manage competing priorities.
• Strong PC literacy and administrative skills, ensuring efficient and accurate case management.
• A willingness to take ownership and responsibility when required.
• Commitment to compliance, ensuring adherence to the Data Protection Act and maintaining a clear desk policy.
• A thorough understanding of indemnity, liability and recovery, complaints process, Data Protection Act, and policy wording application.

Additional Information:

We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme.
• Worksave pension scheme with up to 7% employer contribution.
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
• Discounts on AA products including car and home insurance.
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more.
• Company funded life assurance.
• Diverse learning and development opportunities to support you to progress in your career.
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.
• Plus, so much more!

We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.