Complex Claims Handler - Home Claims in Leicester

Your primary focus will be managing a portfolio of major loss and complex home insurance claims. You will be responsible for processing new claims and managing existing ones, developing a detailed case management plan for each customer within your portfolio. You will work closely with colleagues and suppliers to settle claims promptly, equitably and deliver excellent service to our customers. Within your claim handling, you’ll be responsible for identifying potential recoveries and highlighting claims to our insight area to prevent fraud. Additionally, you will serve as a referral point when necessary, providing coaching, mentoring, and training to others.

Job Details & Experience

• Managing a portfolio of large loss claims from £100,000 upwards achieving optimal financial outcomes in line with our financial goals.
• Developing tailored case plans, managing and working with key suppliers to achieve optimal claim resolutions.
• Ensuring that you meet customers’ fair and reasonable expectations and provide good outcomes.
• Ensuring claims are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving.
• Collaborating with the wider team to develop and maintain best practice documents on technical applications for various aspects of home claims including buildings, contents, and recoveries.
• Appropriately highlight where processes and procedures need altering to achieve our expectations.
• Achieving both financial and customer satisfaction outcomes that position Hastings Direct as a market-leading home claims handling function.
• Handling, resolving, and helping to prevent complaints (including FOS referrals), ensuring that any changes are communicated back to the relevant parties as best practice and acting as a technical referral point for lower-level complaints when supporting handlers.

Essential Skills / Experience

• Strong technical claims knowledge and proven experience of handling large loss home claims across all perils.
• Good knowledge of building construction and reinstatement processes.
• A proven track record of handling and resolving complaints and having an understanding of and ability to apply the principles of Consumer Duty when dealing with or advising customers – able to appropriately identify and support vulnerable customers.
• A comprehensive understanding of the Principles of Insurance and knowledge of ICOBS.

We are a Disability Confident employer and welcome applications through the Disability Confident Scheme. Regrettably, we are unable to offer sponsorship for this role.

Benefits

• Flexible working – you can work a hybrid 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 – life assurance cover, income protection at no extra cost, matched pension contributions up to 10%, and an award‑winning package which includes discounts, cashback, free independent mortgage advice and free access to financial wellbeing support.
• Mental wellbeing programme – access to a mental health app, a 24/7 colleague assistance programme, in‑house mental health first aiders, support groups and a dedicated team to ensure your needs are covered.
• Additional benefits – 25 days annual leave + bank holidays, option to buy or sell a week of leave, healthcare cash‑back plans, dental plans, discounted health assessments, cycle‑to‑work and tech schemes, discounted and free onsite facilities, social events throughout the year.

Equality and Diversity

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. 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.