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- Tasks: Manage home claims and provide excellent customer support while working in a hybrid environment.
- Company: Hastings Direct is a leading insurance provider focused on delivering exceptional service.
- Benefits: Enjoy flexible working, competitive bonuses, healthcare plans, and 25 days annual leave.
- Why this job: Join a dynamic team that values your input and offers opportunities for personal growth.
- Qualifications: Experience in home claims handling and strong communication skills are essential.
- Other info: We promote inclusivity and support throughout the recruitment process.
The predicted salary is between 36000 - 60000 £ per year.
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Join to apply for the Experienced Home Claims Handler role at Hastings Direct
Hours: 37.5 hours on a rotational shift pattern including 2 in 4 weekends
Salary: Competitive
Contract: Hybrid – Leicester / Bexhill
Role Purpose
Reporting to our Home Claims Leader, the Experienced Home Claims Handler will manage home claims within their authority limit. This role involves delivering effective claims support through desktop settlements or liaising with suppliers, while always being available to the customer. Handlers will also support the management team in achieving SLAs by effectively managing and allocating caseloads.
Job Details:
- Manage a portfolio of claims with varying complexity to achieve optimal outcomes in line with Hastings 4Cs.
- Act as a technical referral point for colleagues, suppliers, and internal stakeholders.
- Ensure claims are adequately reserved, loss coded, and managed effectively for accurate pricing and reserving.
- Maintain and navigate various system platforms (e.g., Fintech, GW, Respond).
- Achieve outcomes that position Hastings as a market-leading home claims handling function, as directed by the leadership team.
- Collaborate with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries, and subsidence.
- Handle and resolve complaints, including FOS referrals, and provide feedback to relevant parties as best practice.
- Ensure fair and reasonable customer expectations are met, providing fair outcomes. Challenge processes and procedures that do not meet these expectations.
- Complete company-mandated training and comply with FCA regulations.
- Ensure self and any direct reports achieve and demonstrate the required levels of competence.
Transferrable essential skills we would love you to have:
- Experience in Home Claims notification and case handling.
- Customer service experience, preferably telephony-based.
- Ability to communicate and work remotely using online tools (e.g., MS Teams, systems).
- Compliance with consumer duty when advising customers, with the ability to relay technical context and rationale.
- Efficient and accurate work in line with SLAs and targets, interpreting, tracking, and allocating incoming claims.
- Strong system skills, with the ability to navigate and update multiple platforms simultaneously.
- Excellent written and verbal communication skills, with the ability to build strong relationships with internal colleagues, external suppliers, and customers.
- Understanding of the value and impact of our work for customers, the team, and the wider business.
- Ability to identify and support vulnerable customers appropriately.
- Understanding of general insurance and claims.
Reward
Flexible Working: We champion a flexible and hybrid working approach. Discuss details with your recruiter.
Competitive Bonus Scheme: All colleagues are eligible for our annual 4Cs performance bonus, based on Hastings\’ performance and your personal performance.
Physical Wellbeing: We fund a healthcare cash plan for everyday health care claims.
Financial Wellbeing: Includes 4x salary life assurance cover, income protection, pension contribution match up to 10%, discounts and cashback at retailers, fee-free independent mortgage advice, and free financial wellbeing support.
Mental Wellbeing Programme: Access to the Thrive mental health app, 24/7 colleague assistance programme, in-house mental health first aiders, support groups, and a dedicated team.
Additional Benefits: 25 days annual leave plus bank holidays, with the option to buy or sell a week. Access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events, and more. Most benefits are available from day one, with some optional benefits available after probation.
As a Disability Confident employer, we\’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you\’re applying for a job with us, you\’ll have fair access to support and adjustments throughout your recruitment journey. For this position, we\’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case by case basis. For more information on the DCS, please visit our inclusive business page on our careers site.
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.
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.
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Experienced Home Claims Handler employer: Hastings Insurance Services Limited
Contact Detail:
Hastings Insurance Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experienced Home Claims Handler
✨Tip Number 1
Familiarise yourself with the specific claims management systems mentioned in the job description, such as Fintech and GW. Having a solid understanding of these platforms will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your customer service skills, especially in a telephony-based environment. Practising how to handle difficult conversations and resolve complaints effectively can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Hastings Direct on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 4
Prepare to discuss your experience with home claims handling in detail. Be ready to share specific examples of how you've managed complex cases and achieved positive outcomes, as this will showcase your expertise and fit for the role.
We think you need these skills to ace Experienced Home Claims Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in home claims handling and customer service. Use specific examples that demonstrate your ability to manage claims effectively and meet SLAs.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Experienced Home Claims Handler role. Mention your understanding of the insurance industry and how your skills align with Hastings Direct's values.
Showcase Communication Skills: Since excellent written and verbal communication skills are essential, ensure your application reflects this. Use clear and concise language, and consider including examples of how you've built strong relationships in previous roles.
Highlight Technical Proficiency: Mention your experience with various system platforms, as well as your ability to navigate and update multiple systems simultaneously. This will show that you can handle the technical aspects of the role effectively.
How to prepare for a job interview at Hastings Insurance Services Limited
✨Know Your Claims
Familiarise yourself with the home claims process and common issues that arise. Be prepared to discuss your previous experience in handling claims, including any complex cases you've managed.
✨Demonstrate Customer Service Skills
Since this role involves significant customer interaction, be ready to showcase your customer service experience. Share examples of how you've effectively communicated with customers and resolved their issues.
✨Showcase Technical Knowledge
Understand the technical aspects of home insurance and claims handling. Be prepared to answer questions about loss coding, reserving, and the systems used in the industry, such as Fintech or GW.
✨Prepare for Scenario Questions
Expect scenario-based questions where you may need to demonstrate your problem-solving skills. Think of examples where you've had to manage a caseload under pressure or handle complaints effectively.