Legal Claims Handler - Motor Bodily Injury

at  Direct Line Group

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.
We’ve now welcomed our new CEO, Adam Winslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we’re going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.
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 to the Legal Claims Expenses Team Leader, you’ll work closely with your colleagues on delivering team objectives. Your critical thinking and interpretation of information when assessing and validating claims will achieve the right outcomes for our customers and our business. You’ll ask questions of legal representatives; and make the right decisions on policy cover and costs that DLG will be liable to pay.
We value contributions and input from our people, allowing DLG to be one of Britain’s leading general Insurers, offering millions of customer’s decades of experience and knowledge.

Main responsibilities:

• Validate requests for legal expenses cover and agreeing appropriate freedom of choice following business rules and claims authorisation matrix
• Authorise repudiation or rejection of claim following business rules and claims authorisation matrix
• Pro active control of appointed legal representative’s conduct of insurance funded claims to ensure our indemnity spend is following the policy and appropriate cost controls appropriate for the claim type.
• Manage customers’ expectations, explaining decisions well, and what will happen next in the claims process, and resolving problems and concerns, providing compensation when right to do so
• Ensure understanding and adherence to TCF requirements
• Undertake Quality Assurance review activity and provide feedback for performance improvement and reward purposes

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 mor