Legal Claims Handler

**Legal Claims Handler -** Non Bodily Injury Claims (Formal Complaints)**:
**Bristol - Hybrid (2 days a week in the office)**:
**Full Time, 12 Month Secondment/Fixed Term Contract**:**

**Let’s be brilliant for our customers**:**

Join us as a Legal Claims Handler, where you'll make a real impact by guiding customers through complex legal challenges, ensuring fair outcomes, and keeping claims on track.

**About us**:
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

**What you'll be doing**
Reporting directly to the Legal Expenses Team Leader, you'll play a vital role in supporting customers through complex legal claims. Your expertise in assessing and validating indemnity, managing legal representation, and controlling legal costs will ensure fair and timely outcomes for both our customers and our business. You'll challenge legal representatives when needed, make confident decisions on policy cover, and keep claims on track.

We value contributions and input from our people, allowing DLG to be one of Britain's leading general insurers, offering millions of customer’s decades of experience and knowledge.

Main responsibilities:

- Validate requests for legal expenses cover and determine appropriate freedom of choice following business rules and claims authorisation matrix
- Authorise repudiation or rejection of claims in line with business rules and claims authorisation matrix
- Proactively oversee legal representatives’ handling of insurance-funded claims to manage indemnity spend and ensure cost-effective decision-making
- Manage customer expectations by clearly explaining decisions, outlining next steps, and resolving concerns, including offering compensation when appropriate
- Ensure understanding and adherence to Treating Customers Fairly (TCF) requirements
- Conduct Quality Assurance reviews and provide feedback to drive performance improvement and recognition
- Maintain compliance with internal policies, external regulations, and governance frameworks
- Identify, own, and manage risks in line with the Direct Line Group Risk Framework

**What we’re looking for**:
The purpose of our Legal Expenses Claims department is to enable our customers to get access to justice, for them to recover compensation or another kind of legal remedy from the person who has wronged them, and for them to do this without fear of paying hefty legal bills.

We’re often helping our customers through some of the most challenging periods of their lives, where they're being impacted physically, financially, or where their home or employment is jeopardised. This means we’re dealing with a huge range of issues, complexity, and often very challenging customer vulnerability and behaviours.

Skills you'll need:

- 1 year legal expenses claims handling or other disciplines of claims handling experience
- OR Law degree, Cilex or similar qualification

**What we offer in return**:
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

- Generous 9% employer pension contribution
- 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
- 50% off home, motor and pet insurance
- Free travel insurance and Green Flag breakdown cover
- Additional optional Health and Dental insurance
- Plus, many more

**Ways of Working**:
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here

**Together, we’re one of a kind**:
**Hours**:35 hours (Monday to Friday, 9am to 5pm)

**Closing Date**:Friday 14 February

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