Home Claims Handler

About us Trinity Claims delivers a dedicated, end-to-end claims management service exclusively for our sister company, Policy Expert. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way. Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results.

5-star Trustpilot rating, we’re proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.

About The Role

: We are seeking an enthusiastic, detail-oriented, and customer-focused professional to manage a portfolio of household and building insurance claims from first notification to settlement. You will also play a key role in liaising with suppliers, contractors, and surveyors to ensure the smooth and timely progression of claims.

Key Responsibilities

: Claims Handling & Customer Service Advise policyholders on general queries and insurance claims issues, providing world-class, full lifecycle claims handling. Respond to policyholder portal messages professionally and within agreed SLAs. Build policyholder confidence by developing rapport and listening to each customer’s specific needs.

Check policy coverage, gather documentation (receipts, photographs, accident reports), and ensure claims are processed methodically. Arrange for payments within authority levels and negotiate settlements both verbally and in writing. Manage a high-volume portfolio of claims, prioritising by individual circumstances from set-up to settlement.

Perform basic fraud checks and escalate suspicious circumstances to the Counter Fraud team. Assist with overflow calls during peak times as necessary. Constantly seek improvements in customer service delivery.

Assist with audit and oversight of the Surveyor and Contractor Network, working with Regional Technical Surveyors and the Supply Chain Manager. Review surveyor reports for accuracy and compliance. Validate contractor estimates against pricing models, estimating software, and policy conditions.

Monitor and update claim reserves, authorise cash settlements, and close claims. Measure and cost building works, identifying the financial impact of changes. Apply knowledge of contracts and policy terms when delivering claim decisions.

Instruct, liaise with, and oversee contractors and suppliers. Support audits and performance monitoring of the surveyor and contractor network. Provide technical advice to the claims team on construction techniques, repair methods, and materials.

Review and resolve policyholder scope disputes and declined claims in line with policy terms. Ensure health, safety, and sustainability considerations are addressed in decisions. Customer and Stakeholder Communication Deliver clear, concise, and accurate claim decisions to policyholders and suppliers.

Manage policyholder queries and disputes in a professional and empathetic manner. Maintain accurate records to support conflict avoidance and resolution. Customer Communication & Complaint Management Deliver professional, empathetic and proactive service throughout the customer journey, recognising the impact of property damage on customers.

Respond to policyholder portal messages, telephone enquiries and correspondence within agreed service levels. Build customer confidence through clear communication, effective expectation setting and regular updates. Select the most appropriate communication method for each interaction, proactively contacting customers by telephone where discussions are complex, sensitive, likely to require detailed explanation or involve delivering difficult news, ensuring customers receive a clear and personalised service.