The AA
Household Claims Handler
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Company Description/ Business Unit
Location: Tunbridge Wells hybrid (3x per week in the office)
Employment Type: Full time permanent
Salary: up to 30k depending on experience
Hours: 37.5 hours per week Monday-Friday
Think the AA is just about roadside assistance? Think again!
As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?
This is the job
Are you ready to take ownership of your career and make a real impact in the world of household claims? We’re looking for a Household Claims Handler with a passion for delivering outstanding customer service and a drive to become an expert in Escape of Water claims. This is more than just a role, it’s an opportunity to specialise, grow, and be part of a team that’s shaping the future of property claims handling. In this role, you’ll manage your own portfolio of household claims, taking full ownership from start to finish. While you’ll have the chance to work across multiple perils, we’re building peril-specific teams, and you could be at the forefront of this exciting development. Whether you already have specialist knowledge or are eager to learn through our tailored training and coaching, we’ll support your journey every step of the way. This is a customer-facing position, so if you thrive on helping people and want to be the reassuring voice during challenging times, this is your moment. We’re looking for someone who’s not just capable but committed to delivering superb customer experiences. If you’re ready to specialise, grow your skills, and be part of a supportive, forward-thinking team this is the job for you
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What will I be doing?
As a Household Claims Handler, your day-to-day will be varied, rewarding, and full of opportunities to make a real difference for our customers. Here’s what you’ll be getting stuck into:
- Managing Claims: You’ll handle a portfolio of household insurance claims either a mix or specialising in specific perils like Escape of Water taking ownership and seeing them through from start to finish
- Delivering Great Service: You’ll keep customers informed every step of the way, ensuring claims are settled promptly, fairly, and in line with our service level agreements
- Working with Our Supply Chain: You’ll liaise with suppliers and partners involved in the claims process, helping everything run smoothly and efficiently
- Handling Complaints Professionally: If a customer isn’t happy, you’ll ensure their concerns are recorded accurately and managed in line with our complaint’s procedures
- Assessing Claims Accurately: You’ll record the details of each claim carefully, checking policy cover and advising customers clearly and compassionately if any part of the claim isn’t covered
- Putting Customers First: You’ll treat every customer fairly and deliver world-class service, always guided by industry standards and company values
- Driving Improvements: You’ll support team projects focused on cost, service, and process efficiency and have the chance to get involved in wider departmental initiatives too
What do I need?
To thrive in this role, you’ll bring a mix of experience, skills, and personal qualities that help you deliver exceptional service and handle claims with confidence and care.
Capability, Knowledge & Experience
- Solid experience in handling Household property claims ideally 2+ years
- Familiarity with both buildings and contents claims is a plus
- Strong written and verbal communication skills
- Sharp attention to detail
- Effective time management and organisational abilities
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Additional Information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
- 25 days annual leave plus bank holidays + holiday buying scheme
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.
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