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Commercial Liability Claims Handler

Req ID:

About us:

We are Direct Line Group – home to some of the country's best-known brands including Direct Line, Churchill, Privilege, Greenflag, and NIG. Our vision is to create a world where insurance is personal, inclusive, and a force for good, and our purpose is to help people carry on with their lives- giving them peace of mind now and in the future.

This is an exciting opportunity to join our Commercial Liability Claims team as a Commercial Liability Claims Handler at our Manchester office on a full time, permanent basis.

The role:

Reporting to the Commercial Claims Team Leader you will work in a dedicated team of Claims Handlers, where you will play an important part in ensuring our Commercial customers have their claims handled in a fair and efficient manner.

You will be responsible for the validation, investigation, negotiation, and fulfilment of Commercial Liability Claims within a defined handling authority limit and have end-to-end ownership for each claim. Your caseload will consist of injury, TPPD and defective workmanship claims.

What you'll be doing:

  • Evaluate and process Liability Claims, covering multiple types (e.g., Employers, Public, Property), ensuring policy validity and conducting investigations for complex cases and potential fraud

  • Manage indemnity control, determine policy coverage and limits, and make informed decisions regarding repudiation

  • Gather information through desk-based investigations, considering economic settlements and adherence to departmental strategies

  • Settle Third-party Claims within a £50,000 authority limit through skillful negotiation, avoiding unnecessary litigation.

  • Demonstrate practical knowledge of relevant regulations (e.g., Six Pack, Defective Premises Act) and different legal frameworks (Scotland and Northern Ireland)

  • Handle Low-Value Pre-Action Protocol injury litigation (MOJ Stage 3) up to £25,000 and collaborate with Counsel. Refer other litigated cases to Panel Solicitors

  • Take charge of the customer experience, ensuring fairness and identify process improvements

  • Develop relationships with internal and external stakeholders, complying with policies and governance

  • Identify trends, use data, and stay updated on legislative changes to inform claims handling approaches and offer improvement suggestions

What we're looking for:

  • A passion for delivering excellent customer service for both direct customers and Brokers

  • Experience in applying policy wording, legal principles, regulations, and acts

  • Experience managing Injury claims within the Employers Liability (EL) and Public Liability (PL) domain

  • Experience managing Third-party Property Damage (TPPD) claims

Ways of Working

Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here.


We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

  • Generous 9% employer pension. Regardless of whether you contribute into your pension or not, DLG pay 9% into your pension

  • Generous holidays, 22 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!

  • 50% off home, motor and pet insurance

  • Free travel insurance and Green Flag breakdown cover

  • Electric Vehicle car scheme which allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way

  • Buy-as-you-earn share scheme

  • Employee discounts and cashback

Being yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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

Location: Manchester, The Bloc, M2 3AW

Hybrid Working: We have a hybrid model with a virtual-first approach which means you would work from home and be in the office two days a week.




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