Escape of Water Specialist

The Technical Home Claims Handler plays a key role in delivering fair, accurate and customer-focused outcomes for Escape of Water claims. Reporting to the Home Claims Leader, you will manage a portfolio of Escape of Water claims within your authority limit, taking ownership from notification through to resolution and progressing claims through desktop settlement or by liaising with suppliers. You will act as a reliable point of contact for customers throughout their claim journey, managing expectations, progressing claims effectively and ensuring fair outcomes. Alongside day-to-day case handling, you will support the leadership team by achieving SLAs and helping to manage caseload distribution.,

• Manage a portfolio of Escape of Water home insurance claims from notification through to resolution, ensuring claims are progressed efficiently, customers are kept informed and fair outcomes are delivered in line with Hastings' standards
• Apply strong technical judgement to Escape of Water claims, reviewing the circumstances of the loss, damage, policy coverage and scopes of work to determine the appropriate route to resolution
• Ensure claims are accurately reserved, loss-coded, scoped and managed across multiple systems to support effective claims management and reserving
• Work closely with customers, suppliers and colleagues to progress repairs, resolve issues and remove barriers that could unnecessarily delay the customer's claim
• Collaborate with leadership and Claims Team Leaders to maintain best practice and drive continuous improvement across Escape of Water claims handling
• Deliver a market-leading claims service by meeting customer expectations, challenging ineffective processes and achieving business objectives
• Maintain compliance with FCA regulations, Consumer Duty requirements, mandatory training and competency standards, At Hastings Direct, we're committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
  
  Are you confident in your communication skills, with strong active listening and the ability to engage a diverse range of customers both digitally and on the phone?
Can you bring your Home Claims experience to life by confidently managing Escape of Water claims, delivering fair, transparent support and helping customers through what can be a disruptive time? If so, we'd love to hear from you!,
• Proven experience managing Escape of Water or similar property claims from first notification through to final settlement
• Strong technical knowledge of home claims handling, including assessing policy coverage, reviewing scopes of work and understanding buildings and contents damage
• Experience building scope of work
• The ability to confidently manage Escape of Water claims involving multiple parties, suppliers and different routes to settlement
• Ability to communicate technical information clearly and fairly to customers, particularly when managing expectations or explaining claim decisions, while maintaining compliance with Consumer Duty principles
• Excellent organisational skills with the ability to manage a portfolio of claims accurately, maintain momentum and meet SLAs
• Strong systems capability, including using multiple platforms simultaneously and collaborating through MS Teams and other in-house systems
• Excellent written and verbal communication skills, with the ability to build strong relationships with customers, suppliers and colleagues
  
  We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.
We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.

Benefits: In addition to a competitive salary, you will also receive…
• Flexible working - we champion a flexible hybrid working approach - please speak to your recruiter to discuss in more detail
• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
• Financial wellbeing - as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes - discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
• Mental wellbeing programme - we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
• There's more! - 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….
Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.