Senior Technical Claims Handler in London

Cover for Almost every Home. We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we’ve been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we’re just getting started. If you’re someone who loves solving interesting problems, taking ownership and working with a team that aims high, speaks up and lifts each other, Homeprotect is a place where you can do meaningful work, grow your career and make a real difference for our customers. We work at pace, but we trust our people to work in a way that brings out their best. You’ll collaborate closely across teams, have real ownership from day one and see the impact you have first‑hand with flexible working to help you balance the needs of your role with the rhythm of your life. We’ve been recognised as a Great Place to Work UK for seven consecutive years – most recently ranked 29th nationally, jumping 71 places in a single year.

Key Responsibilities

• Proactively manage a caseload of our highest value and most complex property claims, owning the customer journey from beginning to end.
• Make decisions regarding liability, coverage and quantum following the appropriate escalation routes when required.
• Work closely with supply chain partners to deliver good claims outcomes and collaborate on best practice where appropriate.
• Deliver exceptional service to our customers with confidence, clarity and empathy.
• Own the high value and complex claims identification process.
• Be the focal point of the transfer process when claims move between Technical & other business areas, providing a seamless customer journey.
• Contribute to the continuous improvement of our claims philosophy and facilitate its delivery, to provide good claims outcomes.
• Act as an escalation point for complaints and support their resolution.
• Act as a point of referral for the wider claims department, providing coaching & feedback as appropriate.
• Contribute to continuous improvement activities, representing Technical Claims interests as appropriate.
• Line management responsibility of the Technical Claims team.
• Establish clear performance expectations, objectives and goals for direct reports.
• Regularly monitor team KPIs and share performance insight with the relevant stakeholders.
• Regularly monitor individual performance, providing consistent feedback, recognition, and constructive evaluations.
• Undertake monthly one‑to‑one meetings and quarterly reviews with direct reports.
• Provide insight to the Head of Technical Claims Outcomes and wider business on risks, trends and areas for improvement observed within Technical Claims handling.

Knowledge, Skills & Experience

• Proven experience in handling property claims that exceed £100,000 from notification through to settlement.
• Experience in people management, KPIs and performance management.
• Experience in complaints handling.
• In‑depth knowledge of good practice within the property claims industry.
• In‑depth knowledge of building construction practices.
• Working knowledge of damage mitigation & restoration practices.
• Knowledge of UK insurance law and insurance related regulation such as ICOBS & Consumer Duty.
• Excellent communication skills with the ability to explain complex topics in simple language.
• Excellent customer service skills.
• Attention to detail, analytical & problem‑solving skills.
• Negotiation, questioning and decision‑making skills.
• Continuous improvement mindset.
• Focused on delivering good customer outcomes whilst being commercially aware.
• Able to work autonomously, as part of a team and independently.
• CII & BDMA or equivalent qualifications.

Benefits

• We want you to feel rewarded, supported and set up to thrive throughout your career with us.
• Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on‑the‑job experience and cross‑functional projects. We support role‑relevant professional qualifications where they’ll make the biggest difference, and our Lunch and Learn sessions to help you stay connected to what’s going on across the business.
• Health and Wellbeing: Your well‑being matters here. We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you, a Well‑being Centre with online tools and resources, regular wellbeing seminars and workshops, annual flu jabs and an annual eye‑care voucher.
• Financial Security and Reward: We offer an annual discretionary bonus scheme up to 30% of your base pay, life insurance at four times your salary, and a pension with Aegon. You’ll also receive a significant discount on Homeprotect home insurance – with a friends and family discount too, and a staff referral bonus when someone you recommend joins the team.
• Time Off: 25 days’ annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.
• Genuine Flexible Working: We trust our people to work in a way that best suits them – with flexible working to balance the needs of your role with the rhythm of your life. We ask that everyone comes into the office at least once a week, as we believe in‑person connection is important for collaboration, culture and building great relationships. You’ll receive a home‑working starter kit from day one and can claim towards additional home‑office equipment within your first six months.
• Purpose and Community: We care about more than just the work. Through our charity partnership with Refuge, the UK’s largest specialist domestic abuse charity and regular social, wellbeing and charitable events throughout the year, there are plenty of ways to connect, give back and feel part of something bigger.
• Unique as Standard: We’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We believe in celebrating difference – everything that makes both our customers and our people unique. We consider visa sponsorship on a case‑by‑case basis for the right candidate, so please don’t let that stop you from applying. We encourage you to let us know if you need any extra help with your application or have any requirements at any stage of the recruitment journey, we want the process to work for you. Your data will be maintained in line with our recruitment data privacy policy.

Regulatory Responsibilities: As an FCA regulated insurer, doing the right thing isn’t a compliance requirement – it’s simply how we work. All colleagues are expected to uphold the FCA Individual Conduct Rules (1–6) and act with integrity, due skill and care, openness with regulators and a genuine commitment to delivering good outcomes for our customers. You’ll work within approved processes and authority limits, keep accurate and auditable records, protect data under UK GDPR and our information security policies, elevate risks and exceptions promptly, report incidents, breaches and any financial crime or sanctions concerns (including via whistleblowing), support vulnerable customers with reasonable adjustments, and complete all mandatory training to maintain competence. If the role falls within SM&CR, a supplementary document outlining the key regulatory responsibilities will be provided.