Home Claims Handler – Scoping Specialist

Role Overview

• The Home Claims Handler plays a key role in delivering fair, accurate and customer-focused home claims outcomes.
• Reporting to the Home Claims Leader, you will manage a varied portfolio of claims within your authority limit, resolving them through desktop settlements or by liaising with suppliers.
• You will act as a reliable point of contact for customers throughout their claim journey, ensuring expectations are met and outcomes are fair.
• Alongside day-to-day case handling, you will support the leadership team by achieving SLAs by helping to manage caseload distribution.
• Manage a portfolio of claims with varying complexity to achieve optimal outcomes in line with Hastings 4Cs.
• Act as a technical referral point for colleagues, suppliers, and internal stakeholders.
• Ensure claims are adequately reserved, loss-coded and managed effectively for accurate pricing and reserving.
• Maintain and navigate various system platforms (Fintech, GW, Respond).
• Achieve outcomes that position Hastings as a market-leading home claims handling function, as directed by the leadership team.
• Collaborate 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 provide feedback to relevant parties as best practice.
• Ensure fair and reasonable customer expectations are met, providing fair outcomes.
• Challenge processes and procedures that do not meet these expectations.
• Complete company-mandated training and comply with FCA regulations.
• Ensure self and any direct reports achieve and demonstrate the required levels of competence.

Requirements

• Experience in Home Claims notification and end-to-end case handling.
• Ability to communicate and collaborate effectively using MS teams and our in-house systems.
• Ability to develop, review and approve scopes of work.
• Ensuring scope deliverables and timelines are clearly defined.
• Compliance with consumer duty when advising customers, with the ability to relay technical context and rationale in a fair and transparent manner.
• Ability to work accurately and efficiently to meet SLAs including interpreting, tracking, and allocating incoming claims.
• Strong system skills, with the ability to navigate and update multiple platforms simultaneously with accuracy.
• Excellent written and verbal communication, with the ability to build strong relationships with colleagues, suppliers, and customers.
• A solid understanding of general insurance principles and claims processes.

Benefits

• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• 'Harrys'
• a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check
• on completion of probation
• Refer a friend scheme
• earn £500 for every friend you refer
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop