Personal Injury Claims Negotiator

Locations: Bexhill & Leicester – 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 Purpose: 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.

What you will be doing:

• 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.

What skills you require:

• 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.

The interview process: Our interview process involves a screening call with the Recruitment team followed by a 1-hour virtual competency-based interview with the hiring leader.

What we offer: 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.

Reward: Salary – Attractive salary based on experience (pay reviews also completed each year). Flexible Working – We champion a flexible and hybrid working approach. Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. Physical Wellbeing – We fund our colleagues to claim against everyday health care through our healthcare cash plan. Financial Wellbeing – We provide 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%. Mental Wellbeing Programme - We have a range of support to help you keep yourself well.

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.

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.