Direct Line Motability Claims Handler

DLM Claims Handler

DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.

What you'll be doing

As a Direct Line Motability Claims Handler, you’ll play a key role in supporting customers through their motor claims journey while ensuring fair outcomes and high service standards.

Your key responsibilities will be:

• Managing both injury and non‑injury motor claims from first notification to settlement, within your Claims Licence level.
• Investigating policy and legal liability, making enquiries and liaising with internal teams and external suppliers.
• Registering, progressing, and reserving claims in line with agreed authority levels and procedures.
• Handling customer and third-party interactions professionally, maintaining excellent service throughout.
• Identifying potential issues, including indemnity or fraud concerns, and escalating to the relevant teams.
• Arranging repairs, replacements and services through our approved supplier network.
• Working closely with our Legal Panel to help control indemnity spend and ensure effective claims outcomes.
• Providing telephony support to operational teams when required and continuously developing your skills.

What you'll need

• Experience managing motor claims through their full lifecycle, including documentation, evaluation, and settlement.
• Knowledge of insurance regulations, industry best practice, and legal requirements relevant to claims handling.
• Ability to manage, prioritise and progress a varied caseload to agreed standards.
• Strong communication skills with the ability to handle challenging conversations effectively.
• Confidence in investigating liability and making informed decisions within delegated authority.
• Ability to recognise and escalate fraud or indemnity concerns.
• A commitment to delivering fair customer outcomes and maintaining high service standards.

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 (all locations considered).

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• 9% employer contributed pension
• 50% off home, motor and pet insurance plus free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus, many more

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.