At Direct Line, supporting our customers goes far beyond roadside assistance. From technical claims handlers to disaster recovery specialists, our teams work tirelessly to restore peace of mind after life’s unexpected events. Ashley, who works in Disaster Recovery and Restoration (DR&R), shares his journey and passion for helping customers through complex claims.

A Career Built on Care

Ashley’s journey with Direct Line began in 2015 in Home Resolution Operations, handling small claims like theft and water damage. After a stint running his own business, he returned in 2024 to join the DR&R team—a department he’d long admired for its technical expertise and customer focus.

“Every job is different. You’re helping people who’ve suffered significant loss, and our goal is to put them back in the same position they were in before.”

What is DR&R?

DR&R stands for Disaster Recovery and Restoration. It’s a technical claims department that deals with large loss claims—think fire damage, major water escapes, and total property loss. Ashley’s role involves reviewing claims, appointing suppliers, and managing the process from start to finish.

“We deal with everything from multi-room water damage to full house fires. It’s about guiding the customer through the journey and making it as smooth as possible.”

The Heart of the Customer Journey

Ashley’s pride in his work shines through when he talks about the customer experience. He sees each claim as a personal mission to reduce stress and restore normality.

“Customer journey is at my heart. They’ve already gone through a lot. We make sure the process is smooth, expectations are clear, and they feel supported every step of the way.”

A Team Effort Across Direct Line

Ashley is part of a wider network of technical experts, including long-standing colleagues like Charles and Mark, who’ve been with DR&R since its inception over a decade ago. The environment is warm, welcoming, and collaborative.

“It’s like a family. You’re supported by managers and trusted to take responsibility. That autonomy makes a big difference.”

A Variety of Roles, One Shared Purpose

Ashley’s story is just one example of the many roles at Direct Line that support our customers—from claims handlers and patrol drivers to data analysts and customer service teams. Each plays a vital part in delivering exceptional service and care.

“Wherever we can help, we will. That’s the Direct Line way.”

Join Us

Want to be part of a team that puts people first? Explore the wide range of roles at Direct Line and discover how you can make a difference in someone’s life—just like Ashley does every day.