Desktop Property Claims Handler - TPA in West Malling

Woodgate & Clark has been providing a loss adjusting service to the UK insurance market for over 40 years and is one of the UK’s leading loss adjusters, providing complete claims solutions to insurance providers operating in commercial, domestic, marine, and motor. The Company excels at the handling of specialist and non-standard claims. We are currently just under 400 team members across the UK and since 2015, Woodgate & Clark has been part of the Van Ameyde Group, Europe’s market leader in international claims management.

The Person

We’re hiring a Desktop Property Claims Handler to manage a portfolio of low to medium complexity property damage claims from First Notification of Loss (FNOL) through to settlement and closure. You’ll deliver fair, timely outcomes while learning key technical skills such as coverage assessment and negotiation, supported by structured training, coaching, and quality assurance. This role is perfect for someone early in their claims career who is organised, empathetic, and keen to build strong foundations in end‑to‑end claims handling within a TPA setting.

Responsibilities

• Own a personal caseload of property claims from FNOL to closure, ensuring proactive progress and accurate file documentation.
• Handle common domestic and small commercial perils (e.g., accidental damage, escape of water, storm, impact and theft within authority).
• Triage and validate claims: confirm policy and cover details, gather evidence (photos, estimates), and set clear next steps with customers.
• Coverage decisions within delegated authority using policy wordings and endorsements; clearly document rationale and communications.
• Reserve accurately and update promptly as new information emerges.
• Assess quantum using quotes/estimates and negotiate fair and reasonable settlements or authorise repairs; issue robust repudiations where appropriate (with clear reasons).
• Escalate promptly when a claim exceeds authority, presents potential fraud, or becomes technically complex; collaborate with senior handlers as needed.
• Maintain diary control to hit contact, update, and settlement milestones.

Skills and Experience

• Previous experience handling property claims (domestic or commercial) in an insurer, TPA, broker, or loss adjusting environment.
• Proven track record of managing property claims independently.
• Experience issuing clear decision letters, including declines or partial settlements, with well‑reasoned explanations.
• Experience working within defined SLAs, KPIs, and audit standards.
• Familiarity with claims management systems.
• Comfortable managing customers through distressing events and able to de‑escalate difficult conversations.
• Highly organised with strong diary management and the ability to prioritise a dynamic workload.
• Proactive, decisive, and able to take ownership of claims end‑to‑end.
• Analytical thinker with a practical, problem‑solving mindset.
• Team‑oriented with a willingness to support colleagues, share knowledge, and contribute to continuous improvement.
• Resilient, adaptable, and comfortable working in a fast‑paced environment.
• Strong knowledge of regulatory and industry standards (FCA, GDPR, Treating Customers Fairly).