Home Claims Handler
4 weeks ago
As a Home Claims Handler at Hastings Direct, you will be responsible for managing a portfolio of claims with varying complexity, ensuring that they are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving. You will also act as a technical referral point for your colleagues, suppliers, and internal stakeholders, providing guidance and support to achieve the optimum outcome in line with Hastings' 4Cs.
Key Responsibilities
• Manage a portfolio of claims with varying complexity, ensuring that they are adequately reserved, loss coded, and managed effectively to enable accurate pricing and reserving.
• Act as a technical referral point for your colleagues, suppliers, and internal stakeholders, providing guidance and support to achieve the optimum outcome in line with Hastings' 4Cs.
• Ensure that claims are adequately reserved, loss coded, managed effectively to enable accurate pricing and reserving.
• Maintain, update, and navigate various system platforms, including Fintech, GW, and respond.
• 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, ensuring that any changes are feedback to the relevant parties as best practice.
• Ensure that you are meeting customers' fair and reasonable expectations and provide fair outcomes. Appropriately question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers' interests at the heart of how we do business.
Requirements
• Customer service experience, telephony based.
• Able to communicate and work remotely, using all available online tools, including MS Teams, systems.
• Complies with consumer duty when dealing with/advising customers, can relay technical context and rationale to any given situation, i.e., weather.
• 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 – can 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
At Hastings Direct, we believe in creating a culture that supports our colleagues and gives them the right tools to do their job. We focus on getting it right for our colleagues, customers, company, and community. As a Home Claims Handler, you will be part of a team that delivers good outcomes for every customer, helping us to grow the company profitably and sustainably, and allowing us to invest in the communities we serve.
We offer a range of benefits, including an attractive salary based on experience, flexible working, a competitive bonus scheme, physical wellbeing, financial wellbeing, and mental wellbeing programme. We also offer 25 days annual leave + bank holidays, 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, social events throughout the year, and much more.
We are an equal opportunities employer, and 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 note that we have a thorough referencing process, which includes credit and criminal record checks.
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