Claims Handler

Direct Line Group
From £18,530 to £23,356 per annum
14 Apr 2018
Contract Type
Full Time
Starting salary £18530 - £23,356 (includes 9% pension contribution) package plus benefits including 50% off car, home and pet insurance, 22 days holiday a year (plus 8 bank holidays or time off in lieu) and free travel & breakdown insurance. The Rescue Claims role can also include a shift allowance, ranging from £950 - £2700 per annum, depending on your shift pattern.

What being a Claims Handler involves

When an important part of a customer's life has 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 reassure them. It’s also you who’ll keep them up-to-date throughout the whole claim.

Whether you secure a role in our Motor, Home, Rescue, Travel or Damage Management teams with all these roles, you’ll be

    Answering a range of calls, from a variety of different customersKeeping our customers calm in situations that maybe stressful or upsettingWorking through insurance claims across many of our brands, including Direct Line, Green Flag or ChurchillTaking a methodical approach to each claim, and working through the process with each customerKeeping an ear out for any details that need further investigationWorking with other teams here, as well as third party suppliers, and keeping your customer up to date with any progress.
What does each claims team do?

Home and Motor claims teams assist our customer through the initial registration of their claim. It is not always easy, as customers can often be upset or in stressful situations. So you’ll need to take the time to talk through the claim whilst gathering accurate information and ensuring you are being empathetic and understanding to the customer’s situation. The role has real variety as it works closely with the customer and third party suppliers daily.

Rescue Claims assist our customers at the roadside. Whether they have broken down or have damaged their vehicle, they can contact the team 24/7. Working in Rescue is not a 9am-5pm, Monday-to-Friday job and, as a result, we offer a wide choice of different shift options, which attract various shift allowances. Our customers can often be stranded on the roadside, so we need to ensure they can reach us wherever they are, whenever they need to. You will need to reassure them and keep them up to date during the roadside recovery period. You will be at the heart of our business and you’ll need to be enthusiastic, upbeat and committed to delivering the best service.

As a Travel Claims Handler, you’ll use your ear for detail to find out the full story. Then you’ll use your contacts – suppliers, investigators, colleagues – to help put things right. This is a role where you’ll speak to a range of different people and learn new skills, as well as tackling insurance travel claims across many of our brands.

Damage Management Claims Handlers will be responsible for the validation, investigation, negotiation and fulfilment of first and third party damage claims, and any other associated losses. You will proactively resolve outstanding investigations, in order to choose the most appropriate settlement route, optimising revenue generation and/or cost control opportunities. The role will have end to end ownership and accountability at a claimant level.

Skills and qualities you’ll need

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. If you have customer service or previous claims experience, so much the better. Broadly speaking, we look for:

    Helpfulness and a passion for customer serviceEmpathy and understandingA professional attitude
Salary and Hours

Motor Claims

    Starting salary £19,620 (includes 9% pension contribution) plus additional benefitsFull-time 37.5 hour shiftsShift patterns may include weekend and evening work between the hours of 8am - 9pm Monday to Friday, 9am -5pm Saturday and 9am - 5pm on Sunday.
Rescue Claims

    Starting salary £19,620 (includes 9% pension contribution) plus additional benefitsPotential shift allowance between £950 - £2700Full-time 37.5 hour shiftsAs our Rescue claims department is available 24/7, shifts can often be between 7am and 9pm Monday to Sunday
Home Claims

    Salary £18,530 - £19,620 (includes 9% pension contribution) dependent on role plus additional benefitsFull time 35 / 37.5 hour shiftsShift patterns may include weekend and evening work between the hours of 8am and 8pm, Monday to Friday and Saturday 9am - 5pm
Travel Claims

    Starting salary £19,620 (includes 9% pension contribution) plus additional benefitsFull-time 37.5 hour shiftsShifts Monday - Friday 8am - 6pm and some Saturday work 8am – 2pm
Damage Management Claims Handler

    Starting salary £19,6,20 - £23,356 (includes 9% pension contribution) depending on experience plus additional benefitsFull-time 37.5 hour shiftsShift patterns may include weekend and evening work between the hours of 8am - 6pm Monday to Friday and 9am -5pm Saturday.
Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

    A competitive salary, benchmarked against our competitors, which will grow as you do.Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)Attractive holiday entitlement50% off our Home, Motor and Pet insuranceFree Travel insuranceFree Green Flag breakdown coverFlexible rewards including Life insurance, income protection, critical illness insurance, personal accident insuranceRetail card, with discounts at big name retailersMy Discounts - a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant high street brands, travel, tickets, gym memberships and much more.
Who we are

Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation's best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.

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