Claims at Hastings Direct

In claims, we aim to reassure our customers, and get them back on the road as quickly as possible. How? By settling claims fairly, while also looking to save the company unnecessary costs.

It’s not surprising that working in claims is all about excellent customer service. We receive calls from a range of customers who’ve usually just had quite a traumatic motoring experience. Join us and you’ll need to be good with people, able to empathise with the customer’s situation, and have an eye for detail to get all the relevant information so the claim goes as smoothly as possible. Don’t worry if you’ve never done this kind of work before - our excellent training programmes will help you to develop any relevant technical skills.

We’re always looking to improve the service we give to customers, as our business continues to grow, so claims is a dynamic and rewarding place to build your career. If a career in Claims does appeal to you, you may also be interested in the opportunities we have to offer in Customer Services.

Our Claims teams

Technical Claims

Technical Claims

Using their deep, specialist knowledge, the technical claims teams analyse the evidence linked to a claim, such as medical, witness or police reports. They then use their findings to negotiate a settlement and get the best possible outcome for our customers. Technical claims is divided into a number of specialist teams:

Third party property damage. Dealing with claims if our policy holder is liable for causing financial loss to a third party.

Intervention. Handling claims where our policy holder has admitted liability and offering our services to the third party.

Personal injury. When our policy holder may be partially or fully liable for causing personal injury to someone else.

Large and complex loss. Dealing with claims that involve complicated, catastrophic or life changing personal injury to third parties.

Recovery. If our policy holder is not at fault, we consolidate the file and pass it to our external recovery partners to recover any costs for excess, repairs and total loss settlement.

Claims Customer Service

Claims Customer Service

Dealing with our customers quickly, efficiently and with empathy is vital in our claims customer service teams. Claims customer service is divided into a number of specialist teams:

Audit. This team uses statistical analysis to analyse the performance of our claims teams and assess customer service levels, so we can continue to improve our quality of service.

Claims customer service. When a customer has an on-going claim, we’re the team who handle all their questions about it. We need to be clear and accurate to ensure the customers always get the right information.

First response. As the first point of contact when a customer’s been involved in an accident, we register new claims, organise what happens next and explain everything to the customer. Attention to detail is vital to avoid delays further down the line.

Insight. Using industry experience and innovative software, this team identifies and investigates suspect claims such as deliberate accidents, phantom passengers, low speed collisions and fraud rings. It’s vital work that protects the company and our customers from unnecessary costs.

Total loss. This team deals with customers when their vehicle’s damaged beyond repair, or it’s stolen and not recovered, guiding them through the process and ensuring they receive payment. We work with external salvage and valuation partners, as well as Insight’s First Party Validations team to reduce the risk of fraud.

Meet some of our Claims team

Holly Elliott
Claims Negotiator

I applied to Hastings Direct after I graduated because of their reputation for providing a variety of opportunities to their employees. In the three years since I joined, I’ve experienced that first-hand - I started in the sales department and I’m now in the claims credit hire team. And, as the company continues to grow, it means the opportunities for employees are becoming bigger and better. I really enjoy the social aspect of working here. As well as recognition events such as the 4Cs awards evening, we also have quarterly team meals or activities.

George Smith
Credit Hire Handler

I was attracted to Hastings Direct because of their reputation for valuing their staff and providing for the community. I’ve had lots of opportunities to progress since I joined in 2014. I started in the sales department, then became a customer service coach in our Leicester office and now I’m working in the claims intervention team. The company also gave me the opportunity to complete a CII qualification which will support the progression of my career. I’ve learned a lot about the industry in these different roles, which opens doors to future opportunities within Hastings Direct.

Where our Claims teams are based

Not every one of our roles are available in all our Hastings Direct offices. Here are where you can find the roles you are interested in.