Hastings Direct
Claims Recovery Handler
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Claims Recovery Associate – Recovering Costs, Supporting Customers
Location: Bexhill, East Sussex | Salary: £28,800 (with progression opportunity) Hours: 37.5 hrs/week | Monday–Friday 09:00–17:30 | Hybrid Working
About the Role
Join our dynamic Claims Recoveries team at Hastings Direct—the UK’s leading digital insurance provider—and play a pivotal role in recovering costs while delivering exceptional customer support. Whether you’re new to claims or recovery work, rest assured: full training is provided to help you excel, including in-house product/system tuition, live call shadowing, and ongoing development.
Requiring a con Kulminative mix of administrative accuracy, empathy in customer service (especially in telephony/web chat), and a proactive mindset, this opportunity gives you the chance to grow within our supportive and innovative business.
Role Purpose
You will be the bridge between our customers and non-fault recovery claims after road traffic incidents. Your core responsibilities include:
- Recovering our costs from at-fault third-party insurers, customers (weren’t at fault), or suppliers.
- Preserving customer no-claims bonuses by advancing claims efficiently and advocating for non-fault outcomes.
- Progressing claims through our competency levels, from foundational stages (e.g., foreign/disputed cases, fraud/flat injuries) to in-depth portfolio management.
- Demonstrating growth in your skills across high-priority claim types (e.g., indemnity withdrawals, dual insurance).
By applying the 4Cs—"Colleagues, Customers, Company & Community"—you’ll actively contribute to our mission of delivering world-class digital insurance service through competence, collaboration, and continuous improvement.
Key Responsibilities
1. Customer & Stakeholder Engagement
- Engage with customers, insurers, and suppliers via phone, email, and webchat to provide updates, resolve disputes, and build trust.
- Manage daily volume of communications with professionalism and empathy.
2. Claims Assessment & Resolution
-Validate claims for policy eligibility and accuracy. -Calculate appropriate reserves and process payments per company guidelines. -Proactively track claims using diary systems, setting clear deadlines and escalating suspected fraud.
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3. Liability & Strategy
-Assess liability status and make data-driven decisions on claim outcomes (e.g., rebuttals, settlement requests). -Monitor performance to meet individual and team KPIs.
4. Proactive Administration
-Handle credit hire claims, administering schemes within protocols. -Tackle challenges and complaints strategically, with problem-solving. -Ensure documentation integrity (e.g., evidence collection, file maintenance) during claim progression.
Essential Requirements
- Demonstrated customer service excellence in telephony-focused environments (e.g., call centres, chat support).
- Strong abilities in attention to detail with a knack for repeatable, evidence-based solutions.
- Basic Microsoft Office proficiency (Excel, Word), though Access experience is advantageous.
- Aster risk and time-management proficiency, thriving in an ever-evolving claims landscape.
- Ability to upskill rapidly in insurance recovery pipelines.
Previous claims/recovery experience is a bonus but not mandatory—we’ll upskill you.
What We Offer
Culture & Values
- Foster a Community, Company, Customer and Colleague (4Cs) centric environment, driven personally by your impact.
- Harness our 4-week deployment framework, giving you coaching development, mentorship, and project motivation.
- Opportunities to second-mend across departments and move into internal coaching/leadership roles.
Rewards & Recognition
- £500 Referral Bonus: for every employee you successfully refer who joins us.
- Up to 5% discretionary bonus (performance-related).
- Inclusive perks: Onsite restaurant ("Harry’s"), cinema partnership, Costa onsite, and collaborative initiatives (e.g., Terry’s March challenges).
Benefits Package
| Benefit | Details |
|---|---|
| Hybrid Work | Office as little or as much as preferred (mandatory 1 day office/week). |
| Salaries & Increases | Starts at £28,800 with progression potential via training and skill milestones. |
| Office | A modern seafront Bexhill office with open-plan workspaces. |
| Holidays Per Annum | 25 days (plus bank holidays) + buy-and-sell policy (+5 days flexibility). |
| Pension | Employer-paid 5%, upgraded to full auto-enrolment contribution at 10% after one year. |
| Protective Benefits | Life insurance coverage (up to 4x base salary). |
| Flexible Tech Voucher | Full provision of a brand-new Microsoft Surface laptop. |
| Wellbeing & Incentives | Fitness scheme, cycle-to-work, annual health check, oncology support, £25 skin care spree. |
| Financial Discounts | 25% off Hastings Direct policies/subscription discounts, high-street cashbacks. |
| Engagement Opportunities | Voice ideas, lead mentorship sessions, contribute to strategic learnings for the Recovery Group. |
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Commitment to Diversity & Inclusion
Hastings Direct is a Disability Confident Employer, ensuring recruitment pathways are fair and accessible. For this role, if significant adjustments are needed please request them in advance via recruitmentteam@hastingsdirect.com.
We celebrate diversity and are committed to an equality-first approach:
- All applicants considered on merit without regard to age, disability, ethnicity, marital status, pregnancy/maternity, religion, mputation, sexual orientation, trade union connection, or(ne political beliefs).
- Referencing process includes criminal records and credit background checks.
Apply Now
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