Customer Claims at Hastings Direct

Our team supports customers when they need us the most. Our role is to be there for them following an incident and then to support their claims journey. The First Notification of Loss (FNOL) team are there to help customers log their claim and helping them to navigate the process. We aim to do this by providing a great experience and being empathetic to their situation.

As a case handler you’re not only dealing with customers over the phone, you’ll also support elements of the first three days of their claim and act as a case handler. Our teams are target focused and we balance a high performance culture with high engagement and great opportunities to develop within Hastings.

The opportunity in Customer Claims

We have a great track record of both career and salary progression and pride ourselves on supporting our people through coaching and investment. For candidates looking to utilise their existing claims experience, this is a great chance to join a growing business with opportunities across our claims teams. Or for those looking to join our teams internally, we offer great training for colleagues to bridge the gap from their current role.

Where our teams are based

Not all of our teams operate from all of our offices. Below you can see the offices in which these teams are based.

Meet some of the team

Paul, FNOL Handler

I started my career at Hastings Direct in October 2021 joining the Rich First Notification of Loss (RFNOL) team following almost a decade in civil litigation. I have been given many opportunities in my tenure; I am a part of the People Team keeping up engagement amongst the team who are predominately home workers. I have also had the privilege of being named a Process Champion for the team to help curate ideas for processes and system development. Hastings have put a lot into my development, personally and professionally.

Hayley, FNOL Team Leader

I first joined Hastings Direct as a Customer Representative in 2016. I was given a lot of opportunities early in my career here and in 2017 I was seconded as a coach. This was a role I enjoyed greatly due to the varied tasks and supporting newer colleagues. In 2020, I went on to lead my own team for what should have been short period of time but ended up being six months. I was successful in my application for Team Leader in January 2021 with a part-time team and took the opportunity to challenge myself with a full-time team in June 2021. By the time November rolled round, I had moved teams and was a Team Leader with ‘Service Excellence’, the support unit for Customer Service and YouDrive products. After a few short months here, I was offered my biggest challenge yet and in March 2022, I became an FNOL Team Leader, despite having no knowledge of FNOL.

Mel, FNOL Operations Manager

I joined Hastings in February 2021 having after leading several teams across motor finance, energy and retail industries… I have loved every minute since! I am a Contact Centre Leader in Claims Operations and my team are accountable for supporting customers when they need us most… at point of incident.

During my time here at Hastings, I feel so privileged to have worked with so many talented and likeminded colleagues across Retail, Claims and Commercial Teams. Everyone is so down to earth and made me feel so welcome. Definitely proud to be part of the team here and hope to be here for many years to come!