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smiling DLG employee

Desk-based Loss Adjuster

Req ID:
R-16964
Category:
Claims
Location:
London; Remote
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Desk-based Loss Adjuster

Remote - Home Working

Full Time, Permanent Position

Let’s be brilliant for our customers

Join our Desk-based Claims Team and become the driving force behind class-leading customer service as a Property Insurance Adviser, managing Home, SME, and Commercial claims with digital precision that shapes the future of insurance excellence.

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 directly to the Property Insurance Area Manager, you'll manage Home, SME and Commercial claims. You'll do this by reviewing digital evidence from an online portal and provide essential back-office surge support and deployment. Your commitment to delivering exceptionally high levels of customer service will be a driving force behind achieving class-leading Net Promoter Scores.

  • Manage and take responsibility for claims within specified financial limits (£50,000 for Home and £15,000 for Commercial), using digital evidence such as videos and photos to define repair scopes for negotiation and settlement

  • Potential to handle claims exceeding Delegated Authority under the supervision of Technical & Large Loss experts

  • Determine the most suitable claims settlement approach for our customers, making use of our supply chain

  • Ensure compliance with business rules, encompassing areas like policy coverage, indemnity, records management, reserving, diary management, activity processes, repudiations, recovery, payments, and GDPR

  • Provide support to Customer Relations as necessary to aid in resolving complaints

  • Take ownership of informal complaints related to claims with your involvement, and provide summaries to enable complaint resolution

  • Assess the need for rectification works and serve as the point of technical reference for any necessary adjustments in the scope of works

  • Assist in Home claims involving subrogated recovery aspects, conducting investigations and offering relevant information for potential recovery opportunities

  • Foster and maintain relationships with Operational areas, providing assistance to office-based Home and Commercial claim handlers when required

  • Adhere to the principles of Treating the Customer Fairly in all interactions and processes

  • Identify, own and manage the risks involved in running our business appropriate to the role and following the DLG risk framework

What we're looking for

  • Extensive knowledge in Home, SME, and Commercial insurance

  • Proficiency in policy interpretation

  • Expertise in buildings and contents quantum assessment

  • Ability to create repair propositions using contemporary construction methodology

  • Skill in fraud identification

  • Strong negotiation skills

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

  • Annual company bonus of up to 10%

  • 25 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)

#LI-Hybrid

#LI-CL

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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

photographs of Direct Line Group Auto Services working on vehicles

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