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Legal Claims Handler - Non Bodily Injury Claims (Civil Litigation)

Req ID:
R-18694
Category:
Claims
Location:
Bristol
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Legal Claims Handler - Non Bodily Injury Claims (Civil Litigation)

Bristol - Hybrid (2 days a week in the office)

Full Time, 12 Month Secondment/Fixed Term Contract

Let’s be brilliant for our customers

Join us as a Legal Claims Handler, where you'll make a real impact by guiding customers through complex legal challenges, ensuring fair outcomes, and keeping claims on track.

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.

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 directly to the Legal Expenses Team Leader, you'll play a vital role in supporting customers through complex legal claims. Your expertise in assessing and validating indemnity, managing legal representation, and controlling legal costs will ensure fair and timely outcomes for both our customers and our business. You'll challenge legal representatives when needed, make confident decisions on policy cover, and keep claims on track.

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 determine appropriate freedom of choice following business rules and claims authorisation matrix

  • Authorise repudiation or rejection of claims in line with business rules and claims authorisation matrix

  • Proactively oversee legal representatives’ handling of insurance-funded claims to manage indemnity spend and ensure cost-effective decision-making

  • Manage customer expectations by clearly explaining decisions, outlining next steps, and resolving concerns, including offering compensation when appropriate

  • Ensure understanding and adherence to Treating Customers Fairly (TCF) requirements

  • Conduct Quality Assurance reviews and provide feedback to drive performance improvement and recognition

  • Maintain compliance with internal policies, external regulations, and governance frameworks

  • Identify, own, and manage risks in line with the Direct Line Group Risk Framework

What we’re looking for

The purpose of our 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'll 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 here

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 directlinegroupcareers.com

Together, we’re one of a kind

Hours: 35 hours (Monday to Friday, 9am to 5pm)

Closing Date: Friday 14 February

#LI-Hybrid

#LI-CL2

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Smiling DLG Customer Care worker

Let’s Be Brilliant For Our Customers!

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.

The Brands We Work With

Our Customer Service advisors support our customers with a wide range of products and services across some of the UKs well-known brands. As an advisor you may find yourself working across many of these brands including Direct Line, Direct Line for Business, Churchill and Green Flag. Other brands we have are Motability, Privilege, DLG Auto Services, DLG Legal Services and Darwin.

Smiling DLG Auto Services worker

Our Values

win together

Nobody has all the answers.

Think, act and win as one team to deliver great outcomes for our customers each and every day.

Draw upon diverse skills and perspectives, testing and iterating as you go.

Collaborate, communicate and be inclusive.

be yourself

We want the real, whole you and value diverse perspectives, ideas and opinions. So feel confident and empowered. Believe in yourself as much as we do.

Be you, have fun, and make this a great place to be.

own it

Make it happen. Spot the opportunities, take the initiative and be accountable.

Be brave, innovative and embrace new challenges, doing what’s right not what’s easy. Keep it simple and take risks in a positive way.

Develop new skills, own your own career path and push your talents to the limit.

speak up

We need different perspectives, so your input matters. Ask questions, make suggestions, raise concerns but be respectful and make the space to listen to others. Face into difficult conversations so we continue to evolve and improve.

Hiring Process

There’s no one quite like you. Together, we'll uncover your strengths using tailored strategies if needed. Let's bring out the best in you.

What Our Colleagues Say

“I thoroughly enjoy my role at Direct Line Group for a multitude of reasons. Firstly, the people I work with are incredibly supportive and collaborative, making it a pleasure to come to work every day. The company also provides abundant opportunities for professional growth and development, which keeps me motivated and engaged. Furthermore, I find great satisfaction in serving our diverse range of customers, knowing that I play a crucial part in meeting their needs. Overall, the dynamic work environment, the chance to learn and grow, and the meaningful connections with customers make my role at Direct Line Group truly fulfilling.”
Callum
Customer Service Advisor
“Following my probation, I would like to say I am really happy working for Direct Line Group. I pretty much like everything about the role, I feel needed and wanted by colleagues and customers. The values of the company are excellent for the customers. I like that the calls are somewhat repetitive, but still each call is still different as each customer is different. I find the Flex type tool was so helpful and I use it on every call. I hope to be able to develop throughout my career at Direct Line Group. I was a bit worried about the tech side of things to begin with and even though I am still not 100% but learning every day.”
Jennine
Customer Service Advisor

Our 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:

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9% employer contributed pension

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50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

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Additional optional Health and Dental insurance

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Opportunity to apply to our customer service and data apprenticeship to develop your skills for the future

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Generous holidays including the option to buy or sell days

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Buy as you earn share scheme

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Employee discounts and cashback

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Plus many more

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