Senior Claims Handler (Personal Lines)

TL;DR

Senior Claims Handler (Personal Lines): Owning portfolio of largest and most complex home insurance claims from FNOL to settlement with an accent on technical outcomes, customer experience, and regulatory compliance. Focus on scaling in-house claims operation, leading and coaching team, and continuously improving processes, SLAs, and quality standards using data.

Location: Office-centric approach with flexibility, team based in Oval, London

Salary: £38,000 - £42,000 (negotiable depending on experience)

Company

Fast-growing UK insurtech transforming home insurance with technology, customer-first approach, certified B-Corp and carbon neutral.

What you will do

• Own portfolio of claims, delivering best-in-class experience and positive outcomes for customers.
• Manage end-to-end performance of claims operation across in-house and TPA-managed claims.
• Lead, coach and develop in-house team, sharing technical knowledge.
• Collaborate with underwriters and suppliers to balance business, customer and partner needs.
• Monitor and improve SLAs, quality standards using data-driven insights.
• Scale claims operation by evolving processes, systems and tools for growth.
• Ensure regulatory compliance including FCA Consumer Duty.
• Contribute to Insurance & Claims strategy defining world-class claims.

Requirements

• Proven experience in personal lines claims, preferably Home Insurance
• Excellent written and verbal communication skills
• Confidence working with external suppliers
• Collaborative mindset for cross-functional problem-solving
• Excitement to scale in-house claims function
• Customer-first approach

Culture & Benefits

• 25 days paid annual leave plus public holidays
• Share options
• Rapid progression with responsibility, feedback, coaching and development budget
• Well-being support: therapy access, onsite yoga, subsidised sports
• Enhanced parental leave
• Social events, book club, foodies communities