Acorn Group
Senior Claims Handler
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At Acorn Insurance, we believe the best claims outcomes are achieved by understanding customer purpose, taking ownership and making informed commercial decisions at the earliest opportunity.
Our purpose is simple:
To help our customers when they need us most with speed, ease and understanding.
This is not a traditional claims handling role. We are looking for individuals who are naturally curious, challenge conventional thinking and seek opportunities to improve outcomes rather than simply follow processes. You'll be empowered to make decisions, influence outcomes and contribute to the continuous evolution of how we support customers and manage claims.
The Opportunity
As a Senior Claims Handler, you will play a key role in delivering outstanding customer outcomes from the very first point of contact. You will investigate motor incidents, establish the facts, assess liability and identify the most effective route to resolution for both our policyholders and third parties. Through our non-fault and third-party capture strategies, you will take ownership of claims from notification through to settlement, managing repairs, mobility solutions, total loss claims, recovery actions and cash settlements.
This is an opportunity to make a real difference to our customers by providing expert guidance, making informed commercial decisions, resolving claims effectively and ensuring every interaction delivers a positive experience. You will focus on achieving the best overall outcome for our customers whilst balancing customer needs, commercial performance and fair outcomes for all parties involved.
Role: Senior Claims Handler
Location: Liverpool
Working hours: 37.5 hours a week. Monday to Friday 8:00am to 6:00pm (on a rota basis), plus 1 in 5 Saturdays 9:00am to 17:00pm
Salary: £31,831 Plus up to £2,500 performance related bonus per annum, once established within your role.
What You’ll Be Doing
You will investigate and manage a portfolio of motor claims, using your expertise to understand demand, assess liability and determine the most appropriate intervention strategy.
Working closely with customers, third-party insurers, solicitors, repairers, credit hire organisations, suppliers, partners and other stakeholders, you will:
- Take ownership of claims from first notification through to conclusion, eliminating avoidable hand-offs, repeat contact and failure demand wherever possible.
- Identify the customer's immediate needs and deliver the right outcome at the right time.
- Conduct robust liability investigations and secure the evidence required to support effective decision-making.
- Use data, technology, automation and AI-enabled tools to support decision-making, identify opportunities earlier and improve customer and commercial outcomes.
- Maximise recovery opportunities and minimise indemnity spend through proactive intervention and early action.
- Identify opportunities to utilise Acorn's services, supplier networks and strategic partners where they deliver better outcomes for customers and the business.
- Build strong relationships with internal teams, suppliers, partners and external stakeholders to improve end-to-end claim outcomes.
- Use sound judgement to balance customer experience, commercial performance and fair outcomes for all parties.
- Support the identification of trends, root causes and system conditions that drive cost, delay, repeat demand or indemnity leakage.
- Contribute ideas and improvements that enhance customer outcomes, operational performance and efficiency.
- Pull support when needed and, where a hand-off is required, ensure a clean and informed transfer that enables seamless progression of the claim.
- When fault or split liability is identified, take ownership of achieving the best overall outcome for our customers by making informed commercial decisions, reducing avoidable costs, identifying indemnity leakage at the earliest opportunity and managing third-party claims fairly, efficiently and with minimal hand-offs.
- Negotiate directly with third parties, suppliers and insurers to secure fair and commercially effective settlements.
- Make sound liability and indemnity decisions based on evidence, policy, commercial judgement and industry best practice.
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What Success Looks Like
Success in this role is measured not only by what you do, but by the outcomes you create.
You will:
- Deliver exceptional customer and third-party experiences.
- Make effective decisions at the earliest opportunity.
- Maximise non-fault recoveries and third-party capture opportunities.
- Reduce unnecessary indemnity spend.
- Improve claim flow and speed of resolution.
- Identify opportunities to remove waste and improve the claims journey.
- Demonstrate technical excellence and commercial awareness.
- Contribute to a culture of continuous learning and improvement.
About You
We’re looking for experienced claims professionals who combine strong technical expertise with commercial awareness and a genuine passion for helping customers.
You will have:
- Previous motor claims handling experience.
- Strong liability investigation and negotiation skills.
- Excellent communication and stakeholder management abilities.
- The confidence to challenge traditional approaches and think critically.
- A proactive mindset focused on solving problems rather than processing transactions.
- The ability to balance customer needs with commercial outcomes.
- A passion for continuous improvement and delivering better ways of working.
This is an evolving and highly commercial role within a growing team that is encouraged to challenge traditional claims handling approaches and drive innovation. We are exploring new shift patterns, proactive out-of-hours intervention strategies, real-time intelligence, automation, and AI-enabled tools to identify non-fault opportunities, maximise third-party capture, and deliver improved outcomes for both our customers and the business. The successful candidate will play a key role in shaping these initiatives, helping to influence the future direction of claims handling while driving performance, efficiency, and customer satisfaction.
Looking Ahead
This is an evolving and highly commercial role within a growing team that is encouraged to challenge traditional claims handling approaches and drive innovation. We are exploring new shift patterns, proactive out-of-hours intervention strategies, real-time intelligence, automation, and AI-enabled tools to identify non-fault opportunities, maximise third-party capture, and deliver improved outcomes for both our customers and the business.
The successful candidate will play a key role in shaping these initiatives, helping to influence the future direction of claims handling while driving performance, efficiency, and customer satisfaction.
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Grow with Acorn
At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.
We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:
- We run through walls for our customers and each other
- We challenge the status quo
- We succeed when we help those around us succeed
- We decide quickly when the smart thing to do is use our judgement
Benefits:
- A maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
- 24/7 mental health support & free counselling available
- Grow with us: Through career fairs, leadership programs, and learning on the go!
- Flexible benefits, including early access to salary via our internal platform
- Hybrid working options to support work-life balance and individual needs
- Recognition awards, social events & more
Our Commitment to our colleagues:
These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:
- Mindful Employer – championing mental health and wellbeing
- Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
- Menopause Friendly accredited – supporting every stage of life
- Armed Forces Covenant signatory – honouring those who serve
- Armed Forces Defence employer recognition scheme - Supporting those who serve
- Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
- Best Place to Work for Development – proud to be investing in people’s future
- Best Place to Work for Women – breaking down barriers to women's career progression
If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn.
A Few Things to Know Before You Apply
We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:
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If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.
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Visa Requirements Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.
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We’re Here to Support You We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.
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