Job Description
Senior Commercial Property Claims Handler
Glasgow - Hybrid (at least 50% office-based)
Full Time, Permanent Position
Direct Line is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of Direct Line or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.
What you'll be doing
As a Senior Commercial Property Claims Handler, you'll be responsible for handling the larger and more complex Direct Line for Business and Churchill for Business property claims up to a value of £50,000. The duties also include supporting the Team Leader in managing the team and developing technical capability.
Reporting directly to the Commercial Property Claims Team Leader, you'll:
Triage new large and technical property claims.
Manage end-to-end handling of retained technical claims.
Spot and escalate potential fraudulent activity.
Investigate claims, negotiate indemnity and liability, and identify recovery opportunities.
Help shape and improve our overall claims handling strategy.
Support technical development through case clinics, audits, and sharing legal/technical updates.
Maintain strong control of indemnity spend and accurate reserving.
Manage customer and third-party expectations throughout the claim lifecycle.
Meet all regulatory timescales and compliance requirements.
Act as a technical mentor and referral point for colleagues.
Focus on your own development to support our centre-of-excellence standards.
Keep customer experience and Consumer Duty principles at the core of your work.
Achieve departmental targets and contribute to team performance.
What you’ll need
Strong commercial insurance background.
Confident in recognising and investigating potential fraud indicators.
Solid understanding of core insurance principles, policy coverage and industry practices.
Excellent stakeholder management skills, with the ability to build effective relationships.
Experience coaching, supporting or mentoring colleagues to develop their capability.
Ways of Working
Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office
Benefits
We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:
· Employer contributed pension
· Annual company bonus
· Discounts on Insurance products
· Generous holiday allowance
· Flexible benefits package including optional health and dental insurance
· Buy as you earn share scheme
· Employee discounts and cashback
· Plus, many more
We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.
Be yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.