Commercial Claims Senior Handler

About us

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.

What you'll be doing

The Senior Claims Handler will be responsible for managing the larger and more complex Direct Line for Business and Churchill for Business property claims, with values up to £50,000.

This role requires strong commercial acumen and a deep understanding of business insurance to effectively triage, investigate, and resolve claims while supporting the broader team’s technical development.

Key responsibilities include:

• Triage of new technical and/or large commercial property claims

• End-to-end claims handling of retained technical claims

• Identification and management of potential fraudulent claims

• Investigation, negotiation of indemnity and liability, and identification of recovery opportunities

• Contribution to the development of claims handling strategy

• Support technical development through case clinics, auditing, and dissemination of legal/technical knowledge

• Robust control of indemnity spend and reserving

• Management of customer and third-party expectations throughout the claim lifecycle

• Adherence to all regulatory timescales and compliance guidelines

• Serve as a technical mentor and referral point for policy and capability development

• Drive continuous personal development to maintain a centre of excellence

• Maintain customer experience as a top priority, with a strong commitment to Consumer Duty principles

• Achieve all set business targets and departmental performance measures

What we're looking for

To thrive in this role, a strong commercial insurance background is essential. We’re looking for someone who brings:

• Proven experience handling commercial property claims

• In-depth knowledge of fraud indicators and investigation methods

• A solid understanding of insurance principles and practices within a commercial setting

• Excellent stakeholder management and communication skills

• A track record of mentoring and developing others

This is a hybrid role with two working days a week from our Glasgow office.

Hours: 35 hours/week

What we’ll give you 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:

• 9% employer contributed pension
• 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
• Additional optional Health and Dental insurance
• Generous holidays, 25 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!
• Up to 10% performance-based annual bonus
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
• Buy as you earn share scheme
• Employee discounts and cashback
• 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.

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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