Motor Claims Handler, Private Insurance

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.

A fantastic new opportunity has arisen within the Private Insurance Claims Department for a Motor Claims Handler. When a high net worth customer’s vehicle, home, possessions or other important parts of their life have been compromised, it’s you they’ll speak to. It’s you who’ll handle their insurance claim, resolve any issues, listen out for all-important details and be see their claims journey through end-to-end. It’s also you who’ll keep them up-to-date throughout the whole claim to drive client satisfaction. Our training will give you guidance. Our systems will lead you through the process. But it’ll be your personality and life experience that makes all the difference.

Your case load with be Motor claims however as a Claims Handler for Private Insurance our clients have a portfolio of products including Home, Motor, Pet and Travel therefore you also gain exposure to logging and dealing with claims for each of these products. You’ll use your ear for detail to establish the full story behind the claim. Then you’ll use your contacts - suppliers, investigators, colleagues - to help put things right.

**What you'll be doing**:

- Deliver a great customer experience to high net worth clients by having great conversations and proactively managing your claim portfolio from cradle to grave
- Manage a case load of motor claims to its earliest and most cost-effective settlement possible
- Ultimately manage a portfolio of all products, not just motor
- Take new and existing calls on all products
- Handle claims appropriately as set out in the Claims Progression Plan and Claims Manual

**What you'll need**:

- Motor claims handling experience
- Helpfulness and a passion for customer service, using your excellent communication skills to drive great customer service and support our NPS results
- Empathy and understanding to deal with distressing situations to find the right solutions for our clients and provide reassurance throughout the lifecycle of the claim
- Must have the ability and desire to manage a complaint to fruition, including having difficult conversations

**Ways of Working**:
This role is based out of our Leeds office. 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.

**Hours**:37.5 hours per week, on rotation Monday - Friday 8am - 8pm, Saturday 9am - 5pm. No Sundays or Bank Holidays.

**Benefits**:
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 have a strong focus on developing you and your skillset, including support to work towards CII qualifications. Our core benefits include:

- 9% employer contributed pension
- 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
- Additional optional Health and Dental insurance
- You begin with 22 days of holiday entitlement (excluding bank holidays). For every year you complete a full years' service by April 1st, you accrue an additional day - with a max of 25 days. Plus you have the option to buy or sell up to 5 days each year
- EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
- Buy as you earn share scheme
- Employee discounts and cashback
- Plus many more

**Being yourself**:
**Together we’re one of a kind.**

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