Complex Claims Handler - Home Claims

Job Title: Complex Claims Handler

Location(s): Leicester, London or Bexhill (Hybrid)

Welcome to Hastings Direct – Pam Angel – HR Director

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. We\’re proud of the journey we\’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over three million customers, but we know there\’s even bigger opportunity out there. The fact you\’re now reading this job advert means we\’ve tempted you to find out more about – we really hope you like what you see, and you\’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you\’re excited about joining us and think you have some of what we\’re looking for, even if you\’re not 100% sure we would love to hear from you.

Role Overview

Reporting to our Technical Home Claims Manager, your primary focus will be on managing a portfolio of customers, specifically dealing with subsidence claims or general home claim perils, depending on your background and experience. You will be responsible for processing new claims and managing existing ones, adopting a detailed case management plan for each customer within your portfolio. This includes identifying 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, alongside our Technical Specialists.

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

• Managing a portfolio of subsidence claims or general peril claims achieving optimal financial outcomes in line with our financial goals
• Providing each customer with a tailored case plan, managing any suppliers or processes to achieve the final resolution
• Collaborating with the wider team to maintain best practice documents on technical applications for subsidence, including buildings, contents, and recoveries
• Ensuring claims are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving
• 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 knowledge and background within Home Claims and experience with Subsidence claims and/or general perils
• A comprehensive understanding of the Principles of Insurance and knowledge of ICOBS and TCF (ideally alongside some supplier management experience)
• Compliance around consumer duty when dealing with or advising customers, and the ability to relay technical context and rationale to any given situation (e.g., subsidence, escape of oil/water, liability, and recoveries)

The interview process

Our Interview Process Involves The Below

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

As a Disability Confident employer, we\’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you\’re applying for a job with us, you\’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).For more information on the DCS, please visit our inclusive business page on our careers website.

Benefits: In addition to a competitive salary you will also receive

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail

Competitive bonus scheme – all colleagues are eligible for our annual 4Cs performance bonus

Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support

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

There\’s more! – 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 .

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. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we\’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

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. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

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