Property Claims Handler (High Net Worth Household & Commercial)

Job Type:

Build a brilliant future with Hiscox
 

About Hiscox UK

Hiscox UK is a leading brand in the insurance market, recognised as setting the standards others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting only the very best and empowering them to deliver. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.

Are you passionate about delivering a premium customer service experience and looking for a varied technical claims handling role?

Working in the Technical Claims Team and reporting to the Technical Claims Manager, you’ll manage a portfolio of mainly escape of water, fire and flood claims. From first notification of loss through to settlement, you’ll assess coverage, coordinate experts, agree repair strategies and see claims through to resolution. You’ll work closely with brokers and customers, particularly supporting high net worth and commercial clients, using your technical expertise and judgement to make decisions with confidence.

This is a hybrid role, with two days a week in the office (Colchester or York) and three days working from home, offering a fast-paced environment with a high level of autonomy.

What you’ll be doing

• Delivering world class customer service daily, promoting the Hiscox Claims philosophy and personifying our values

• Supporting the wider claims team with technical and/or claims strategy advice, proactively sharing your knowledge and experience to develop others

• Meeting and exceeding pre-defined SLAs/targets

• Role model the Hiscox brand and our values at all times

• Creating a bespoke action plan for each claim and be accountable for proactively managing the claim and any third-party suppliers through initial investigation to completion of repairs and settlement

• Working unsupervised and show initiative in your claims handling approach; understanding that each customer is different including identifying vulnerable customers and making appropriate changes to process or communications

• Validating, negotiating and settling claims fairly and proactively with an emphasis on prompt resolution and careful control of indemnity spend

• Following a defined process and ensuring information is recorded in a clear and consistent manner with clear thought process and next steps planning

• Liaising with customers and their contractors, disaster management companies, surveyors and our nominated contractors to carefully guide building work projects through to completion on budget and on time

• Handling enquiries from policyholders, third parties and other experts on existing claims and identifying key triggers requiring escalation or additional review

• Where applicable, providing risk management information and recommendations/requirements to both the policyholder and Underwriters for the improvement of the risk

• Delivering first class technical assistance both on individual tasks and team projects

• Working with our key suppliers to maintain high levels of performance and share best practice

Our must haves

• Proven claims handling experience across household and commercial risks, ideally with a strong focus on escape of water, fire and flood

• Ability to work independently within the claims underwriting guidelines and strictly adhere to a claims handling authority

• A solid understanding of building construction and drying techniques

• Demonstrable technical claims handling experience

• A genuine passion for delivering excellent customer service

• Excellent written and verbal communication skills

• Strong attention to detail and confidence in dealing with internal and external customers and clients

• A self-motivated, adaptable approach with a positive response to change

• A collaborative team player that enjoys working hard and having fun

• Must be adaptable and comfortable working with ambiguity

• Ability to support and coach others junior members of the team

• Strong knowledge and experience in Microsoft Office applications, including Excel, Word, and Copilot, is essential.

Our nice to haves

• ACII/ACILA or progression towards this qualification (if not held it will be a requirement of the role to work towards this within a set timeframe)

• British Disaster Management Association qualifications or equivalent or a commitment to progress towards this qualification

• Risk management knowledge is advantageous

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.

This is a customer‑facing role, with core working hours comprising shifts between 08:30 and 17:30, Monday to Friday.

Work with amazing people and be part of a unique culture