Loss Adjuster

Complex Loss Handler – Kent Area

We are looking for a dedicated and customer-focused Claims Handler to join our specialist team, managing a portfolio of large or complex property claims from first notification through to settlement. This role involves end-to-end claims management, with a strong emphasis on building positive relationships with policyholders, ensuring clear communication, and delivering a smooth claims experience. You will work closely with internal teams—including Building Surveyors and Alternative Accommodation specialists—as well as external suppliers and loss assessors to drive timely, fair, and compliant claim outcomes. The ideal candidate will be proactive, organised, and confident managing site visits, assessing liability, negotiating settlements, and maintaining meticulous documentation.

We want you to:

We want you to be a highly motivated individual who will effectively manage and coordinate large and complex home insurance claims, investigating, assessing and owning the claim in its entirety ensuring customers receive excellent service whilst managing claims costs and expenses within the scope of the insurance policy.

We’ll need you to be able to:

• Effective day to day project management of claims under your control; excellent communications with policyholders, Suppliers and Loss Assessors
• Build and maintain strong relationships with policyholders, providing regular updates, addressing concerns and a positive claims experience
• Where applicable; travel to policyholders’ homes to assess liability, record, value and negotiate claim settlement for contents items, arrange and manage alternative accommodation for policyholders to reach fair settlements
• Ensure all claims are handled in accordance with industry regulations, company policies and best practices
• In conjunction with the Buildings Surveyor Team, drive settlement (cash or reinstatement) of the buildings element of each claim in your control.
• Produce a Large or Complex report and deliver same to the Claims SMT within agreed timeframes.
• Maintain claim files to a very high standard ensuring that all documents, photographs and communications are accurately recorded in chronological order for audit, complaints analysis and client review.
• In liaison with the Building Surveyor Team, manage claim reserves and payments ensuring that Total Incurred values are as accurate in the shortest period possible and maintained as such until the claim is concluded.
• Support the Customer Relations Team with complaints and in particular those involving the FOS.
• Manage own diary, including where approved, the coordination of customer appointments for site visit and hotel accommodation for yourself if applicable.
• Work closely with our Alternative Accommodation team to establish needs and control costs.
• Identify and mitigate potential fraud

Skills/Attributes required

• Excellent verbal and written communication skills
• Good organisational skills
• Excellent problem-solving skills
• Accuracy with a high attention to detail
• Tact and assertiveness when dealing with customers who may be distressed or angry
• Ability to work well under pressure and meet deadlines
• PC literate with good administrative skills.
• Ability to take on increased ownership and responsibility when necessary.

Drive/motivation

• Helpfulness and a passion for customer service.
• Driven and enthusiastic – meets or exceeds targets.
• Empathy and understanding.
• Confident and professional attitude.
• Confident and professional attitude.
• Commercially aware.
• Takes ownership of problems and drives for effective solutions.
• Active and energetic.

Experience/knowledge

Minimum:

• At least 5 years previous experience of working in an insurance claims related handling role.
• High level understanding of insurance/indemnity policies and legal structure

Ideally:

• Proven capability of claims negotiation with policyholders and Loss Assessors

Qualifications

Minimum:

• Full and clean driving license
• ‘A’ level or equivalent qualifications in Maths and English, or demonstrable ability in numeracy skills & written English.

Ideally:

• Role applicable qualifications in insurance.

In return, we can offer you:

Basic Salary £32,000-38,000 (DOE) + £4,800 Car Allowance, as well as market leading benefits.

25 days Annual leave plus statutory holidays.

Rewards:

• On-site gym
• Free on-site parking
• Free on-site breakfast bar
• Complimentary on-site snacks and soft drinks
• Discretionary performance related bonus
• Life insurance cover
• Enhanced company pension scheme
• Cycle to Work Scheme
• Employee of the month & employee of the year awards
• Refer a Friend scheme
• An extra day’s holiday for your birthday
• Paid volunteering/charity day a year
• Support in your development and wellbeing, including an Employee Assistance Program (EAP)
• Eye test vouchers
• Training and development opportunities at all levels through Trinity Academy and Apprenticeship programs
• Social events

Application deadline: this position will remain open until we have found the right person for the job.

We kindly request that no agencies contact us regarding this position. Speculative CVs will not be accepted.

Trinity Claims is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of your gender, age, race, disability, ethnic background, religion or belief, sexual orientation, gender reassignment, marital status, or pregnancy and maternity.