Legal Claims Handler
7 months ago
Legal Claims Handler - Motor Bodily Injury
Bristol – Hybrid (2 days a week in the office)
Full Time, Permanent Position
Let’s be brilliant for our customers
Join us as a Legal Claims Handler, where you'll manage impactful claims, and deliver outstanding customer outcomes.
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.
We’ve now welcomed our new CEO, Adam Winslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we’re going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.
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 to the Legal Claims Expenses Team Leader, you'll work closely with your colleagues on delivering team objectives. Your critical thinking and interpretation of information when assessing and validating claims will achieve the right outcomes for our customers and our business. You’ll ask questions of legal representatives; and make the right decisions on policy cover and costs that DLG will be liable to pay.
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 agreeing appropriate freedom of choice following business rules and claims authorisation matrix
Authorise repudiation or rejection of claim following business rules and claims authorisation matrix
Pro active control of appointed legal representative’s conduct of insurance funded claims to ensure our indemnity spend is following the policy and appropriate cost controls appropriate for the claim type.
Manage customers’ expectations, explaining decisions well, and what will happen next in the claims process, and resolving problems and concerns, providing compensation when right to do so
Ensure understanding and adherence to TCF requirements
Undertake Quality Assurance review activity and provide feedback for performance improvement and reward purposes
What we’re looking for
The purpose of the 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 will 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
Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at
Together, we’re one of a kind
Hours: 35 hours (Monday to Friday, 9am to 5pm)
Closing Date: Friday 14 June
#LI-Hybrid
#LI-CL2
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