Major and Complex Loss Handler - Home Claims in Leicester

Location: Leicester or Bexhill (hybrid)

Welcome to Hastings Direct. 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.

Your primary focus will be managing a portfolio of major loss and complex home insurance claims, as well as handling subsidence 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 – you’ll need to have demonstrable experience in:

• Managing a portfolio of large loss and subsidence 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 are meeting 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 including subsidence from £100k+ (no upper limit).
• Good knowledge of building construction and reinstatement processes.
• A proven track record of handling and resolving complaints and have an understanding and able 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.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. We also welcome applications through the Disability Confident Scheme (DCS).

Benefits:

• Flexible working – we champion a flexible hybrid working approach.
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus.
• Financial wellbeing – providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme – 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.
• 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.

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.

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.