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Technical Claims Handler (Disaster, Recovery & Restoration)

Direct Line House, LS1 8HZ
Full time

At Direct Line Group, we’re shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.


Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.

Purpose of Role

As a technical claims handler you will be dealing with Disaster, Recovery & Restoration (DR&R) losses.  You will review digital evidence live from the Insured's home, with an on site technician. You will agree immediate actions to be made on site, taking steps to mitigate the damage and to minimise, as much as possible, the disturbance caused to our policy holder.

You will authorise works, design and agree a drying scope with the contractor. You will then produce a building scope with the on site technician acting as 'your eyes and ears' to enable you to compile fulfilment options on all aspects of the claim, discussing this with the Insured.

As the file owner, you will be responsible for pro active management of the claim, providing excellent customer service whilst maintaining control of the indemnity cost and speed of settlement for your own portfolio, processing all activities required in a timely manner.

Key Accountabilities

  • Ownership & accountability for Disaster, Recovery & Restoration claims, utilising digital evidence including video and photographs to create a scope for repairs to facilitate settlement negotiation
  • Continue to manage claims on a delegated authority basis, following a claim through to completion and settlement
  • Negotiating a settlement with customers and arranging payments, appointing suppliers where necessary
  • Maintaining an accurate reserve
  • Determine rectification works necessary and act as point of technical referral
  • Point of contact for updates, progress and co-ordination of the claim with close management of the customers expectations
  • Support Home Claims, involving a subrogated recovery element, by carrying out investigations and providing information relevant to possible recovery opportunities

  • Identify, own and manage the risks involved in running our business appropriate to the role in line with the Direct Line Group risk framework

Key Objectives

  • Take ownership & accountability for the claim
  • Ensure appropriate handling of the claim and effective control of claims spend
  • Manage instruction of fulfilment suppliers within service level agreements.
  • Manage customer expectations
  • Keeping the customer experience at the heart of everything you do, ensuring adherence at all times to the principles of Treating the Customer Fairly
  • Successful achievement of all business targets asset out within departmental measures
  • Identify & support both subrogated and dual indemnity recovery opportunities

Skills & Experience Required

  • Experience of handling a caseload of Technical Claims, including; Initiation & Liability Investigation, Negotiation and Settlement, Claims Quantum, Assessment & Reserving and/or Claims Recovery
  • Knowledge of Regulatory Compliance
  • Excellent Customer Service
  • Effective time management
  • Knowledge of insurance principles & practice
  • Knowledge/experience of fraud investigations
  • The ideal candidate will currently be operating in a similar capacity, as a Loss Adjuster, Claims Incident Manager or Technical Claims Handler/Manager
  • British Damage Management Association Qualified / Building Restoration background would be desirable

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 entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My 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.

Life at Direct Line Group

We recommend that you read our colleagues’ stories and ask them a question on our live discussion platform www.directlinegroupcareers.com/ask-our-people. This will help you learn more about us and be better prepared for interviews.