Direct Line Motability Claims Handler Liverpool – Hybrid (2 days a week in the office) Full Time, Permanent Position Let’s be brilliant for our customers Join us as a Claims Handler, where you'll be the driving force behind transforming customers' claims journeys, delivering solutions and satisfaction with every interaction. About us At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day. It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here. What you’ll be doing Reporting directly to the Claims Team Leader, you'll Support customers and third parties through their claims journey, ensuring fair outcomes and settlements. Manage both injury and non-injury motor claims within your Claims Licence level. Investigate policy and legal liability, making enquiries and liaising with internal and external suppliers. Handle customer and claimant interactions efficiently, ensuring high service standards. Register and progress claims within your designated authority, following established procedures. Allocate case reserves within your agreed Claims Licence. Refer claims outside your authority level promptly through the agreed referral process. Assess claims to identify potential issues and involve relevant teams to minimise risk. Arrange repairs, replacements, and services using approved suppliers. Maintain strong relationships with our Legal Panel to control indemnity spend. Identify and escalate potential fraud or policy indemnity concerns. Provide telephony support to operational teams when needed. Continuously develop your skills, apply best practices, and uphold DLG’s values. Ensure compliance with DLG’s excellence standards, legal, and regulatory requirements. What we’re looking for Proficiency in managing claims through the entire process, from initial reporting to resolution, including documentation, evaluation, and settlement Knowledge of insurance regulations, best practices, and legal requirements related to handling claims, including those involving fraud Proficiency in managing and prioritising a caseload, including allocating case reserves, following established standards and procedures What we offer in return We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include: Generous 9% employer pension contribution 22 days holiday allowance (plus the option to buy or sell up to 5 days each year) 50% off home, motor and pet insurance Free travel insurance and Green Flag breakdown cover Additional optional Health and Dental insurance Plus, many more Ways of Working Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com Together, we’re one of a kind Hours: 35 hours (Monday to Friday, 9am to 5pm) Closing Date: Tuesday 01 April LI-Hybrid LI-CL2