We receive calls from our customers at what can be one of the most stressful situations a driver can face. To make sure our customers are aware of how their claim is progressing at all times, we recruit team members with excellent people skills. A key part of the job is empathising with the situation and provide transparent communications.
All Personal Injury (PI) colleagues also hold rich technical skills which are used to assess and validate claims, ensuring fairness for our customers while settling the right claims at the correct amount. To do this, we work with a wealth of stakeholders, including our colleagues in other teams at Hastings, panel solicitors, investigators and medical experts.
We continue to develop a range of varied indemnity saving, technical development and data led strategies that contribute toward our goal of being best in class and leading in the industry.
By developing our talented colleagues, we’re able to enhance the skills of excellent negotiators and expose them to higher claims values, a range of complex injuries or scenarios, and the opportunity to achieve greater indemnity savings. Making sure we maintain the quality of our work means we can make the right decisions at minimal costs.
We are fortunate to work closely with experts in varying fields such as solicitors and investigators, who also contribute toward our continuously developing market leading strategies. Our PI department is made up of the Body Injury Unit, Technical Claims Unit (TCU) and Large and Complex Loss teams. We have a collaborative approach with a clear referral process to link the three units together, something which also supports individuals’ development.
Our dedicated coaching team provide vital support and colleagues are encouraged to reach out and shadow colleagues across the wider team to support their desired development. Colleagues also have the opportunity to enrol on apprenticeships such as CII certification, as well as support with further education such as obtaining qualifications externally whilst on the job.
We offer a hybrid working approach to maximise collaboration and development, with the work-life flexibility that colleagues need.
Not all of our teams operate from all of our offices. Below you can see the offices in which these teams are based.
Having started in FNOL, I swiftly moved into Customer Claims in a more senior role and before becoming a third party claims handler. I then enrolled as a Bodily Injury handler in 2018 and for the last year I have been a part of the Technical Claims Unit (TCU) team. I currently have a mixed case load of non-jurisdiction claims, MOJ, Fast Track and Multi-track cases. I really enjoy the variety of my work and the different tactics and negotiations that come from each different area of injury claims. Our framework in TCU allows me to keep cases that are over my authority on a referral basis, which allows me to continue my growth and development at Hastings Direct.
I joined the business in July 2003 and have worked in the Large Loss team since 2018. My career began in low value personal injury claims, handling portal cases before progressing through BIU and into the TCU team, where I also spent time as a Team Leader. These roles helped me build strong technical knowledge and confidence in managing increasingly complex cases. In my current role, I manage a range of large loss claims, including orthopaedic injuries, minor brain injuries, fatalities and psychological cases. I also handle a number of developing cases with guidance and support from the Senior Large Loss handlers to further build my knowledge.
I enjoy working at Hastings Direct because of the supportive colleagues and the variety of challenges that come with handling complex and high value claims.
I joined Hastings in 2022, beginning my journey in Insight before moving to Finance. In 2024, I transitioned into BIU, where my development really accelerated. I began by handling OIC-only claims, building a strong foundation in liability assessment and negotiation. In just under a year, I progressed into the Non‑Portal team, taking on a wider and more complex caseload across both MOJ and Non‑Portal claims. Since then, I’ve continued to progress and now also handle Non‑Jurisdiction claims, which has significantly broadened my exposure and strengthened my technical capability.
A huge part of my progression is thanks to the incredible support within my current team. Their guidance, knowledge sharing, and encouragement have been instrumental in helping me develop quickly and confidently. There are so many progression opportunities within injury, so I am looking forward to developing my skills even further.
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