31 July 2025
Think insurance is just desk jobs and paperwork?
Think again.
As a Field Loss Adjuster at Direct Line, you’re out on the road, face-to-face with customers during some of their most difficult moments.
From fire-damaged homes to flood-hit businesses, no two days are the same. You’re inspecting the damage, coordinating clean-ups, and helping people get back on track — fast. Whether it’s a break-in, a burst pipe, or major storm damage, you’re there when it matters most.
To find out more, we caught up with Anthony Woolley, Area Manager of Field Loss Adjusters, and Adam Povey, a long-serving team member with over 22 years of experience.
Anthony, can you tell us a bit more about what a Field Loss Adjuster does?
Anthony: Our Field Loss Adjusters work closely with our other claims teams for both home and commercial claims – that includes small businesses. They act on behalf of the customer and interact with other areas of the business, such as our Disaster, Restoration & Recovery teams or Tenant Legal Liability teams. They also work with our Network Controllers to coordinate repairs, clean-ups and more — whatever’s needed to guide the customer through their claim journey.
What qualities or experience help someone succeed in this role?
Anthony: A great personality and a genuine wish to help others is key. You also need to be open to learning and growing in the role. Being a team player is essential.
There are only 14 Field Loss Adjusters here at Direct Line, and although we’re based across the country, we really operate as one team.
Previous experience definitely helps — whether you’re already a Loss Adjuster, Loss Assessor, Buildings Contractor or someone with strong home and/or commercial claims knowledge. If that sounds like you, we’d love to hear from you.
What does success look like in your team?
Anthony: A great adjuster is someone who’s always thinking of others — how can they make the claim journey simpler, more direct, and more transparent? They go that extra mile for customers and colleagues alike, staying true to the company’s values and their own.
Speaking of success – Adam, you’ve been working as a Field Loss Adjuster for 22 years now, so you must be doing something right! What is it about the role that continues to excite you?
Adam: I think it’s the variety and the job satisfaction that comes from helping our customers when they need us most, being there to resolve problems and helping vulnerable customers.
Each day is a mix of on-site visits with customers and then admin in my home office. I work on a wide variety of claim types, including both domestic and commercial claims – such as fire, theft, accidental damage, storm etc. I also work across quite a broad area, London, Hertfordshire and Essex, so I’m on the road quite a lot, which I love as it means I’m always dealing with someone, something or somewhere different. It keeps it interesting.
What kind of skills or experience do you think someone needs to be successful in this role?
Adam: Insurance knowledge and previous claims experience are key. But you also need great customer service skills. You need to be able to show genuine empathy and understanding. Even though I deal with claims all the time, it’s important for me to always remember that this is a very stressful and difficult time for the customer.
When I’m back home, it’s important that I keep on top of my admin. It pays to be self-organised and have good IT skills, as well as knowledge of building construction terms and processes.
How do you support customers during a claim visit?
Adam: I take time to explain the process clearly and talk through any cover limits, especially for vulnerable customers who might need adjustments. I scope the work needed, appoint the right suppliers, and approve the settlement. It’s about making things as easy and reassuring as possible.
Have you had any particularly memorable moments when helping a customer?
Adam: Yes, many. One that particularly stands out was when I visited some flood claims in Northampton following a major flood event in January 2025. It was unbelievable to see how much damage a flood causes. I arranged for alternative accommodation, appointed suppliers to help clear out contents and clean up the home, and then start the drying and reinstatement process. It was a huge operation but worth it to help our customers through a difficult time as smoothly as possible.
What would you say to someone thinking about applying?
Adam: Do it! It’s a brilliant role if you like variety and want to make a real difference.
You get everything you need — a car, mobile, iPad, plus great DLG benefits like holiday, pension, and staff discounts.
Anthony: If you’re someone who thrives in a supportive, high-performing team — this could be the place for you. We’re a work family, always learning and developing together.
And when you look at someone like Adam, who’s been here 22 years — I think that says a lot about what it’s like to work at DLG.
Big moments call for capable hands — and that’s where our Field Loss Adjusters come in.
If you’re ready for a role with purpose, variety, and people at its heart, explore our latest Field Loss Adjuster vacancies here.