Subsidence Claims Handler 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.

Role overview:

Due to our incredible growth across the Home Claims space, we’re now looking for a number of Subsidence Claims Handlers to join the team. You’ll manage a portfolio of home/household subsidence and ground movement claims, acting as the point of contact for your customers. You’ll deliver outstanding customer outcomes while balancing technical accuracy, effective indemnity spend and regulatory compliance. You’ll investigate the cause of movement, interpret technical reports and manage what can often be complex, long-term claims with empathy and professionalism. Your decisions will influence both customer experience and claim outcomes, ensuring repairs are appropriate, proportionate and compliant with policy terms.

Job details – you’ll need to have demonstrable experience in:

• Managing a portfolio of subsidence and ground movement claims, from initial validations through investigation, monitoring, repair and final settlement, ensuring claims progress efficiently and in line with service standards.
• Assessing policy coverage, liability and claim entitlement, reviewing technical evidence including various reports to determine cause, scope and appropriate claim outcomes.
• Instructing and managing specialist suppliers and contractors, including engineers, surveyors, drainage specialists and repair networks, ensuring service delivery, technical quality and value for money.
• Making informed claim decisions and negotiating fair settlements, maintaining accurate reserves, controlling indemnity spend and authorising payments within delegated authority.
• Delivering excellent customer service throughout the claims journey, providing proactive communication, managing expectations and supporting customers through complex and lengthy investigations.
• Ensuring regulatory and technical compliance, maintaining accurate records, identifying potential fraud, delivering fair customer outcomes and contributing to continuous improvement in claims performance and processes.

Essential skills/experience:

• Strong experience in handling home/household insurance claims, specifically in the subsidence/ground movement space.
• Good ability to review and interpret technical reports and supporting evidence with a strong understanding of policy interpretation and home claims insurance principles.
• Outstanding customer service and communication skills, combined with strong organisational skills.
• Proven experience of being able to make balanced commercial decisions using sound judgement.

The interview process:

• Recruiter screening call
• 1st stage interview with hiring leader

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).

Regrettably, we are unable to offer sponsorship for this role.

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 – life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme – access to mental health support and resources.
• 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks.
• Access to health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, 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.