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 the 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.

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.

If our policy holder is not at fault, we consolidate the file and pass it to our external recovery partners to recover any costs

Subrogation Portal.
Handling non-fault, split & fault liability claims involving two vehicles, using an online portal to resolve liability, settle third party claims and recover any outlay.

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:

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.

Case Handling.
Working closely with our external suppliers, this team ensure our customer’s vehicles are repaired as quickly as possible and arrange payments to customers if their vehicle is deemed a total loss.

Claims Customer Service.
When a customer has an on-going claim, this team handle all their questions about it. We need to be clear and accurate to ensure the customer always get the right information.
First Notification of Loss. As the first point of contact when a customer has 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.

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.

Third Party Direct.
When our policy holder is at fault for an accident, this team gets the third party back on the road in the most timely and cost effective way possible.

Total Loss.
This team deals with customers when their vehicle is damaged beyond repair or if the vehicle has been stolen and not recovered, guiding them through the process and ensuring they receive payment. They work with external salvage and valuation partners, as well as Insight’s First Party Validations team to reduce the risk of fraud.
for excess, repairs and total loss settlement.

Meet some of our Claims team

Performance Claims Team Leader

I started working as a First Notification Of Loss (FNOL) handler at Hastings Direct in 2013 in a part-time role whilst I was studying at college. I enjoyed the culture so much that a year later I decided to go full-time and focus on a career at Hastings. I’ve had so many great opportunities during this time, progressing into a Technical Advisor role before becoming a Performance Coach in 2017. In 2019 I was successful in my application to become the Bexhill Performance Team Leader, a job I love because I’ve always been passionate about helping and supporting others. Throughout my time with Hastings I’ve also travelled to other sites including Leicester, Liverpool and South Africa, which was an amazing experience.

Claims Customer Service Team Leader

I began my journey at Hastings Direct in 2014. Hastings Direct offered me so many opportunities to develop myself, progress in different areas within in Claims and help me find my passion for supporting and leading others. I started as a Claims Advisor in the contact centre where I was able to support our customers when making a claim. I progressed into case handling and was heavily involved with how we could support our customers further. I was a performance coach for claims which was incredibly rewarding as we were able to watch colleagues grow and develop whilst also embedding a coaching culture across the company. I am now a team leader within Claims Customer Service which has given me the opportunity to lead and inspire colleagues to unlock their own potential!

Subrogation Portal Negotiator

I joined Hastings Direct in 2016 in the Customer Service area. I initially had no plans to grow a career within insurance, however an opportunity arose six months later for a role in the First Notification of Loss area within Claims, which is where my interest in motor claims & insurance really started. Since joining the First Response team in early 2017, I’ve had the chance to progress through to Technical Claims, working within the Intervention department and then into my current role within the Subrogation Portal. I am currently working towards becoming a Technical Claims performance coach and have been gifted the opportunity to temporarily support the coaches which has given me great insight and exposure to the department. Overall my experience working within Hastings Direct has been nothing but positive and I’m so grateful for all of the opportunities that I’ve been given to allow me to grow my career within the insurance industry.

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.