Legal Claims Handler - Non Bodily Injury Claims (Formal Complaints)

Legal Claims Handler – Non Bodily Injury Claims (Formal Complaints)

Bristol – Hybrid (2 days a week in the office)

Full Time, 12 Month Secondment/Fixed Term Contract

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Let’s be brilliant for our customers

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Join us as a Legal Claims Handler, where you'll make a real impact by guiding customers through complex legal challenges, ensuring fair outcomes, and keeping claims on track.

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.

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 directly to the Legal Expenses Team Leader, you'll play a vital role in supporting customers through complex legal claims. Your expertise in assessing and validating indemnity, managing legal representation, and controlling legal costs will ensure fair and timely outcomes for both our customers and our business. You'll challenge legal representatives when needed, make confident decisions on policy cover, and keep claims on track.

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 determine appropriate freedom of choice following business rules and claims authorisation matrix

• Authorise repudiation or rejection of claims in line with business rules and claims authorisation matrix

• Proactively oversee legal representatives’ handling of insurance-funded claims to manage indemnity spend and ensure cost-effective decision-making

• Manage customer expectations by clearly explaining decisions, outlining next steps, and resolving concerns, including offering compensation when appropriate

• Ensure understanding and adherence to Treating Customers Fairly (TCF) requirements

• Conduct Quality Assurance reviews and provide feedback to drive performance improvement and recognition

• Maintain compliance with internal policies, external regulations, and governance frameworks

• Identify, own, and manage risks in line with the Direct Line Group Risk Framework

What we’re looking for

The purpose of our 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.

Skills you'll need:

• 1 year legal expenses claims handling or other disciplines of claims handling experience

• OR Law degree, Cilex or similar qualification

What we’ll give you
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:

• Annual performance-based bonus

• 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 holiday allowance

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus many more

Ways of Working: Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office.

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.

#LI-PK1 #LI-Hybrid