Personal Injury Claims Negotiator

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company.

We provide insurance for over three million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.

The purpose of this role is to support customers at the moments they need us most by proactively managing a portfolio of claims, investigating liability, and handling third-party quantum claims involving property damage and personal injury up to a value of £25,000. The role involves delivering fair and balanced outcomes in line with policy terms and legal liability, while maintaining a strong awareness of third-party behaviours and relevant legislative changes to ensure an effective and informed approach to claims handling.

In addition, the role requires continuous personal development in line with the competency framework, enabling a strong individual contribution and a clear understanding of how the role supports the wider Claims function and overall operating model.

• Gathering and analysing information to reach accurate liability decisions at the earliest opportunity, with a focus on economic settlement and proactively securing recoveries to minimise business exposure.
• Managing and settling third-party claims within your financial authority, achieving optimal outcomes by applying best practice strategies while avoiding unnecessary litigation and costs.
• Identifying potentially fraudulent activity and working closely with specialist teams to investigate and mitigate risk.
• Leading negotiations with policyholders, solicitors, and third parties to secure the best possible outcomes for our customers.
• Taking full ownership of the customer experience, including third parties, ensuring all interactions align with Treating Customers Fairly principles, internal processes, and regulatory requirements.
• Building and maintaining strong working relationships with internal teams (including Hire, Intervention, Customer Claims, Counter Fraud, and Underwriting) and external partners (such as repairers, solicitors, and investigators) to ensure service levels, policies, and governance standards are consistently met.

• Proven claims experience, with strong knowledge of liability and indemnity, enabling confident and accurate decision-making (experience with personal injury claims is desirable).
• Excellent problem-solving skills, with the ability to assess complex situations and determine the most appropriate course of action.
• Strong communication and active listening skills, allowing you to engage confidently and effectively with customers and stakeholders.
• Highly organised, with the ability to manage your own workload, prioritise effectively, and meet deadlines in a fast-paced environment.
• A natural relationship builder, capable of developing and maintaining strong internal and external partnerships.
• Good computer literacy, with the ability to navigate multiple systems and maintain accurate, up-to-date records.

Our interview process involves the below:

• Screening call with the Recruitment team
• 1-hour virtual competency-based Interview with hiring leader

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. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.

• Salary – Attractive salary based on experience (pay reviews also completed each year)
• Flexible Working – We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
• Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance.
• Physical Wellbeing – We like to help our colleagues take a proactive approach in keeping themselves well, that’s why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
• Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
• Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot not be scheduled, that’s why we have a range of support to help you keep yourself well. 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 contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period.

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.

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.