Claims Adviser

Direct Line Group
19 Mar 2017
18 Apr 2017
Contract Type
Part Time

Starting salary £16,000 - £17142 plus benefits including 50% off car, home and pet insurance, 22 days holiday a year (plus 8 bank holidays or time off in lieu) and free travel & breakdown insurance.

What being a Claims Advisor involves

When an important part of a customer's life has been compromised, it’s you they’ll speak to. It’s you who’ll handle their insurance claim, resolve any issues, listen out for all-important details and reassure them. It’s also you who’ll keep them up-to-date throughout the whole claim.

Whether you secure a role in our Motor, Home or Rescue teams, with all these roles, you’ll be

  • Answering a range of calls, from a variety of different customers
  • Keeping our customers calm in situations that maybe stressful or upsetting
  • Working through insurance claims across many of our brands, including Direct Line, Green Flag or Churchill
  • Taking a methodical approach to each claim, and working through the process with each customer
  • Keeping an ear out for any details that need further investigation
  • Working with other teams here, as well as third party suppliers, and keeping your customer up to date with any progress.

What does each claims team do?

Home and Motor claims teams assist our customer through the initial registration of their claim. It is not always easy, as customers can often be upset or in stressful situations. So you’ll need to take the time to talk through the claim whilst gathering accurate information and ensuring you are being empathetic and understanding to the customer’s situation. The role has real variety as it works closely with the customer and third party suppliers daily.

Rescue Claims assist our customers at the roadside. Whether they have broken down or have damaged their vehicle, they can contact the team 24/7. Working in Rescue is not a 9am-5pm, Monday-to-Friday job and, as a result, we offer a wide choice of different shift options, which attract various shift allowances. Our customers can often be stranded on the roadside, so we need to ensure they can reach us wherever they are, whenever they need to. You will need to reassure them and keep them up to date during the roadside recovery period. You will be at the heart of our business and you’ll need to be enthusiastic, upbeat and committed to delivering the best service.

Skills and qualities you’ll need

Our training will give you guidance. Our systems will lead you through the process. But it’ll be your personality and life experience that makes all the difference. If you have customer service or previous claims experience, so much the better. Broadly speaking, we look for:

  • Helpfulness and a passion for customer service
  • Empathy and understanding
  • A professional attitude

Salary and Hours

Motor Claims

  • Starting salary £17,142 plus benefits
  • Full-time 37.5 hour shifts
  • Shift patterns may include weekend and evening work between the hours of 8am - 8pm Monday to Friday, 9am -5pm Saturday and 10am - 5pm on Sunday.

Rescue Claims

  • Starting salary £17,142 plus benefits and shift allowances
  • Full-time 37.5 hour shifts
  • As our Rescue claims department is available 24/7, shifts can often be between 7am and 10.30pm Monday to Sunday

Home Claims

  • Salary £16,000
  • Full time 35 hour shifts
  • Shift patterns may include weekend and evening work between the hours of 8am and 8pm, Monday to Friday and Saturday 9am - 5pm

Shift and training information will be discussed at interview and offer stage.

Career benefits and rewards

Your work/life balance is really important to us. That’s why every single one of our people has the right to request work flexibly. We welcome applications for flexible working including, part time, reduced hours, variable hours, home working and job sharing. What’s more, we let you choose the rewards that suit your lifestyle.

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts - a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation's best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.