Home Claims Handler

Role Description

You will play a vital role in supporting customers at their time of need, managing home insurance claims from first notification through to settlement. This is a predominantly telephone-based role. The majority of your working day will be spent speaking with customers over the phone, managing inbound calls.  

This role is based in either our Birmingham Ingenuity or Bournemouth office, please note that this is a hybrid working role with the expectation to attend the office 2 to 16 days per month.

Previous claims handling experience is not essential. We welcome candidates from a broad range of customer service backgrounds who can demonstrate strong communication skills, empathy, problem-solving ability, and a commitment to delivering excellent customer outcomes. Full training will be provided.

Salary Information

Pay: £26,477

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

About You

• Handle inbound customer calls and take ownership of customer claims from first notification of loss, understanding individual needs and circumstances 

• Investigate claim causation and evaluate liability across a range of home insurance products 

• Manage claims across contents, buildings, personal possessions, caravans and home emergency 

• Appoint suppliers and utilise the supplier network effectively to progress claims 

• Assess repair, replacement or rebuild costs and negotiate fair settlements within policy terms 

• Proactively manage and progress claims to ensure timely resolution 

• Identify and refer fraud risks, recovery opportunities, and complex indemnity issues 

• Manage complaints through to resolution, ensuring positive customer outcomes 

Essential Skills

• Excellent communication and organisational skills 

• Ability to write clear, accurate and professional correspondence 

• Confident in assessing customer needs and delivering exceptional service 

• Ability to manage workload independently and proactively 
• Handle customer interactions with empathy, sensitivity, and professionalism, particularly when dealing with upset or vulnerable customers.

We support the government scheme “Access to Work” please feel free to ask us about the access to work scheme.

Desirable Skills

• Excellent working knowledge of home claims processes and customer journey 
• Understanding of insurance principles and home policy cover 
• Knowledge of claims systems and tools 
• Responsible Artificial Intelligence usage 

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Inclusive Support & Accessibility

At Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that’s assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We’re here to support you.

If you have a disability or long‑term health condition and meet the essential criteria, you can choose to be considered through our Offer an Interview Scheme.

Contact our Resourcing team to opt into this scheme or for any assistance with during the recruitment process including larger text, hard copies, or spoken applications. Hr-recruitment@allianz.co.uk 

For any inquiries or to submit your application, please contact: Conor McCourt

Closing date 4th August

We reserve the right to close the advert early if we reach enough applications.

Join us - Let’s Care for Tomorrow.

#LI-Hybrid

102737 | Customer Services & Claims | Professional | Non-Executive | Allianz UK | Full-Time | Permanent