ABOUT HOMEPROTECT

Cover for Almost every Home

We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we're just getting started.

If you're someone who loves solving interesting problems, taking ownership and working with a team that aims high, speaks up and lifts each other, Homeprotect is a place where you can do meaningful work, grow your career and make a real difference for our customers.

What It's Like to Work Here

Our customers come from all walks of life and so do our people. We're a small but perfectly formed team of insurance specialists, technologists, data scientists and customer champions - all bringing individual expertise, an appetite for innovation and a shared ambition to protect the homes and things people love.

We work at pace, but we trust our people to work in a way that brings out their best. You'll collaborate closely across teams, have real ownership from day one and see the impact you have first-hand with flexible working to help you balance the needs of your role with the rhythm of your life.

We've been recognised as a Great Place to Work UK for seven consecutive years - most recently ranked 29th nationally, jumping 71 places in a single year.

ROLE PURPOSE

Reporting to the Home Claims Operations manager you will be working alongside a dedicated team of Claims Handlers where you will play a vital role in ensuring our customer claims are handled fair and efficiently.

KEY RESPONSIBILITIES

As a claim’s handler, you will be responsible for managing and resolving a combination of claims up to the value of £10,000.

You will facilitate the delivery of our claims philosophy and standards by proactively managing your claims caseload from end to end. Taking ownership and responsibility for the customer journey and claim outcome by delivering world class service to our customers and making sound technical claim decisions.

With the ability to manage a full case load independently by following our claims processes and delivering great customer outcomes. You will be responsible for: Investigating Claims, gathering all the necessary information related to the claim, including the cause of damage or loss, the extent of the damage, the value of the loss and liaising with our supplier network.

Evaluating Coverage to determine whether the damage or loss is covered by the policy, and if so, the extent of the coverage.

Assessing Damages to evaluate the value of the damages or loss, which may involve working with our supply chain to determine repair costs or replacement values.

Negotiating Settlements, working with the claimant to negotiate a fair settlement that adequately compensates them for their loss. This may also involve negotiating with multiple contractors or other suppliers to obtain the necessary repairs or replacements.

Managing the claims process, from initial investigation to final settlement proactively. Ensuring accurate records of communication and transactions related to the claim are kept updated throughout.

Communicating with stakeholders regularly and where required throughout the end-to-end claims journey to ensure that everyone is informed about the progress of the claim.

Always providing exceptional customer service to your customers throughout to deliver high overall customer satisfaction, confidence and clarity throughout their claim journey.

KNOWLEDGE, SKILLS & EXPERIENCE

The perfect candidate will have excellent interpersonal and customer service skills. negotiation, questioning and decision-making skills.

Good planning and analytical skills. Flexible communication skills and confidence when dealing with people, often in difficult circumstances.

Proven ability to manage and settle home insurance claims up to the value of a minimum 10k with desktop scoping experience as a preference.

Minimum of 2 years tenure working within the insurance industry, and particularly Home Claims Insurance.

Desirable but not essential: CERT CII / BDMA.

BENEFITS

We want you to feel rewarded, supported and set up to thrive throughout your career with us.

Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on-the-job experience and cross-functional projects. We support role-relevant professional qualifications where they'll make the biggest difference, and our Lunch and Learn sessions to help you stay connected to what’s going on right across the business.

Health and Wellbeing: Your wellbeing matters here. We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you, a Wellbeing Centre with online tools and resources, regular wellbeing seminars and workshops, annual flu jabs and an annual eye care voucher.

Financial Security and Reward: We offer an annual discretionary bonus scheme upto 30% of your base pay, life insurance at four times your salary, and a pension with Aegon. You'll also receive a significant discount on Homeprotect home insurance - with a friends and family discount too, and a staff referral bonus when someone you recommend joins the team.

Time Off: 25 days' annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.

Genuine Flexible Working We trust our people to work in a way that best suits them - with flexible working to balance the needs of your role with the rhythm of your life. We ask that everyone comes into the office at least once a week, as we believe in-person connection is important for collaboration, culture and building great relationships. You'll receive a homeworking starter kit from day one and can claim towards additional home office equipment within your first six months.

Purpose and Community: We care about more than just the work. Through our charity partnership with Refuge, the UK's largest specialist domestic abuse charity and regular social, wellbeing and charitable events throughout the year, there are plenty of ways to connect, give back and feel part of something bigger.

UNIQUE AS STANDARD

We're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We believe in celebrating difference - everything that makes both our customers and our people unique. We consider visa sponsorship on a case by case basis for the right candidate, so please don't let that stop you from applying.

We encourage you to let us know if you need any extra help with your application or have any requirements at any stage of the recruitment journey, we want the process to work for you.

Your data will be maintained in line with our recruitment data privacy policy.

Regulatory Responsibilities

As an FCA regulated insurer, doing the right thing isn't a compliance requirement - it's simply how we work. All colleagues are expected to uphold the FCA Individual Conduct Rules (1–6) and act with integrity, due skill and care, openness with regulators and a genuine commitment to delivering good outcomes for our customers.

You'll work within approved processes and authority limits, keep accurate and auditable records, protect data under UK GDPR and our information security policies, escalate risks and exceptions promptly, report incidents, breaches and any financial crime or sanctions concerns (including via whistleblowing), support vulnerable customers with reasonable adjustments, and complete all mandatory training to maintain competence.

If the role falls within SM&CR, a supplementary document outlining the key regulatory responsibilities will be provided.

Rapid Claims Handler

Requirements

Job Description

Education

Skills

About Homeprotect