Direct Line Motability Claims Handler Job at Direct Line Group (Liverpool)

Job Description

As a Direct Line Motability Claims Handler, you’ll play a key role in supporting customers through their motor claims journey while ensuring fair outcomes and high service standards.

Job Responsibility

Managing both injury and non‑injury motor claims from first notification to settlement, within your Claims Licence level
Investigating policy and legal liability, making enquiries and liaising with internal teams and external suppliers
Registering, progressing, and reserving claims in line with agreed authority levels and procedures
Handling customer and third-party interactions professionally, maintaining excellent service throughout
Identifying potential issues, including indemnity or fraud concerns, and escalating to the relevant teams
Arranging repairs, replacements and services through our approved supplier network
Working closely with our Legal Panel to help control indemnity spend and ensure effective claims outcomes
Providing telephony support to operational teams when required and continuously developing your skills

Requirements

Experience managing motor claims through their full lifecycle, including documentation, evaluation, and settlement
Knowledge of insurance regulations, industry best practice, and legal requirements relevant to claims handling
Ability to manage, prioritise and progress a varied caseload to agreed standards
Strong communication skills with the ability to handle challenging conversations effectively
Confidence in investigating liability and making informed decisions within delegated authority
Ability to recognise and escalate fraud or indemnity concerns
A commitment to delivering fair customer outcomes and maintaining high service standards

What we offer

9% employer contributed pension
50% off home, motor and pet insurance plus free Green Flag breakdown cover
Additional optional Health and Dental insurance
EV car scheme
Generous holidays
Buy as you earn share scheme
Employee discounts and cashback
22 days holiday rising to 30 days depending on your role. Plus the chance to buy and sell up to 5 days
Income protection on 50% of your salary for 5 years
Life assurance cover at four times your salary
Flexible benefits scheme
Salary sacrifice scheme for fully electric and plug-in hybrid cars, and for private dental and medical cover
Enhanced maternity, paternity, shared parental, and emergency dependant leave
Employee Assistance Programme (EAP), offering information on financial and mental wellbeing as well as emergency support and advice
Trained mental health first aiders (MHFA) for support whenever you need it
Volunteering opportunities through our partnership with Neighbourly
Up to £50 a month to match any contributions you make to your local community

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Direct Line Motability Claims Handler

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