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Home Claims Handler

2 months ago

Old Town, Edinburgh, United Kingdom Hastings Direct Full time
Job Summary

We are seeking a highly skilled and experienced Home Claims Handler to join our team at Hastings Direct. As a key member of our claims management team, you will be responsible for managing a portfolio of claims with varying complexity, ensuring that they are resolved efficiently and effectively.

Key Responsibilities
  • Manage a portfolio of claims, ensuring that they are resolved in line with Hastings' 4Cs principles.
  • Act as a technical referral point for colleagues, suppliers, and internal stakeholders, providing expert guidance and support.
  • Ensure that claims are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving.
  • Maintain and update various system platforms, including Fintech and GW.
  • Work with the Claims Team Leader to maintain best practice documents on technical applications for buildings, contents, recoveries, and subsidence.
  • Handle and resolve complaints, including FOS referrals, and ensure that any changes are fed back to relevant parties as best practice.
  • Ensure that customers' fair and reasonable expectations are met, and provide fair outcomes.
  • Complete training as mandated by the company and regulated by the FCA.
  • Ensure that self and direct reports (if in place) achieve and demonstrate levels of competence required to fulfill job requirements.
Requirements
  • Customer service experience, telephony based.
  • Able to communicate and work remotely, using all available online tools.
  • Complies with consumer duty when dealing with/advising customers.
  • Can work efficiently and accurately, in line with SLAs and targets, to interpret, track, and allocate incoming claims.
  • Strong system skills, ability to navigate and update multiple platforms simultaneously.
  • Strong written and verbal communication skills, able to build strong relationships with internal colleagues, external suppliers, and customers.
  • Will develop a good understanding of the value and impact of our work for customers, our team, and the wider business.
  • Understands how to appropriately identify and support vulnerable customers.
  • Understanding of general insurance and claims.
What We Offer
  • Attractive salary based on experience, with pay reviews completed each year.
  • Flexible working, with a hybrid approach that includes days in the office and at home.
  • Competitive bonus scheme, based on Hastings' performance against business goals and personal performance.
  • Physical wellbeing support, including a healthcare cash plan.
  • Financial wellbeing support, including life assurance cover, income protection, pension contribution match, and an award-winning package of discounts and cashback at everyday retailers and on our own products.
  • Mental wellbeing programme, including a range of support to help colleagues keep themselves well.
  • 25 days annual leave, 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, and social events throughout the year.
About Hastings Direct

Hastings Direct is an equal opportunities employer, treating people fairly and welcoming 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.