Legal Expenses New Claims Handler 115 views


Location: Bristol

Contract: Permanent / 12 Months Secondment

Home working: Hybrid model (1 day a week in the office)

Working hours: 35 hours a week Monday- Friday

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.

The purpose of the Legal Expenses Claims department Is to enable our customers to get access to justice, for them to recover compensation or another kind of legal remedy from the person who has wronged them, and for them to do this without fear of paying hefty legal bills.

We’re often helping our customers through some of the most challenging periods of their lives, where they’re being impacted physically, financially, or where their home or employment is jeopardised. This means we’re dealing with a huge range of issues, complexity, and often very challenging customer vulnerability and behaviours.

What we are looking for:

We are currently recruiting for a New Claims Handler to join our Legal Expenses Claims team on a full-time permanent basis – to be based at our Bristol Office.

Skills you will need:

  • Excellent customer service skills
  • Previous experience of dealing with customers by telephone would be desirable
  • High attention to detail
  • Ability to organise and prioritise workloads

What you will be doing:

Our Legal Expenses policies give our customers protection when they need to take legal action against someone, in order to get compensation or other legal remedy. The types of claims our customers make range from personal injury following car accidents, disputes with employers or contractors, to neighbour disputes.

Main responsibilities:

  • Assessing and processing legal expenses claims enquiries and acting as the first point of contact for new and existing customers
  • Speaking with our customers about their new claim, specifically in relation to legal representation
  • Helping customers understand the next steps in their legal claim journey and relaying meaningful regulatory notices, and providing decisions in writing
  • Appointing legal representatives to act for our customers and collaborating closely with our preferred law firms
  • Interacting with our other claims teams and business areas to progress claims or resolve customer concerns
  • Providing an excellent customer experience throughout the claims process on both incoming and outgoing calls

Ways of Working

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a ‘best of both worlds’ approach combining the best parts of home and office-working, offering flexibility for everyone.

How much you’ll be in the office depends on your role, and we’ll consider the flexible working options that work best for you. You can find out more about our flexible working approach or please get in touch with the team to discuss.


We recognise we wouldn’t be where we are today without our colleagues, that’s why we offer such excellent benefits designed to suit you as and when you need them:

  • 9% Private Pension
  • 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
  • Additional optional Health and Dental insurance
  • EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
  • Generous holidays
  • Buy as you earn share scheme
  • Employee discounts and cashback
  • Plus many more

Life at Direct Line Group

Direct Line Group is an equal opportunity employer. We value diversity and we’re committed to making DLG a truly inclusive place to work.

We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you’re more than a CV, and the things that make you, you, can bring real potential to DLG.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

#LI-PK1 #Hybrid

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