Senior Inherent Defects Claims Handler

*Location- Manchester OR Birkenhead*

About us

HSB (UK and Ireland), is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland.

HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA, MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty.

Collectively HSB is the UK and Ireland’s only group of companies solely focused on providing specialist engineering and technology insurance solutions and risk focused inspection services and assessments to its customers.

Job Purpose

The IDI Senior Claims Handler is responsible for handling claims emanating from the Inherent Defect Products both directly for HSB and our Outsourced Delegated Partners. 

This role is essential in ensuring exceptional customer service to HSB’s claims customers, our Delegated Claims Agreement Partners and both internal and external stakeholders, ensuring that claims are handled proactively, competently and in line with HSB service level agreements. 

Responsible for handling Inherent Defect Claims and referrals from our outsourced partners on claims £50,000.00 plus.  Processing bordeaux and payments on a monthly basis.  Leading monthly quarterly business reviews with outsourced partners.

The role will also assist where required in designing, delivering, and maintaining a structured training and development programme for the Claims function. This includes assisting in creating technical training materials, coaching Claims Handlers and Adjusters, and embedding best practice to enhance technical competence, regulatory compliance, and service excellence. This role will also contribute to profitable growth in the business through driving efficiencies and delivering the best solutions for our customers.

Key Responsibilities

- Delivery of claims handling activities from FNOL to settlement and under referral from Delegated Partners, driving increased levels of customer service and productivity.  

- Supporting the handling of the more complex and technical losses within the HSB product offering relating to IDI, which includes investigating claims, establishing liability, negotiating settlement, identifying potential recovery opportunities and identifying potential fraud risks.

- Managing day-to-day claims workload to ensure delivery of excellent customer service and adherence to required processes and procedures within tight performance deadlines.

- Supporting the Claims Manager in maintaining a high-performance culture within the Claims team, adhering to the HSB behavioural standards.

- Assisting in drafting and presenting Technical Training.

- Ensuring the appropriate use of third-party suppliers such as Loss Adjusters and Solicitors in line with guidance set.

- Ensuring all regulatory and internal Group requirements are met throughout the claims handling process, including supporting complaints with supporting the Customer Relations Team in handling Claims complaints as required.

- Demonstrating a strong team ethic, working cooperatively to create a positive working environment and actively working to share ideas and bring solutions to help improve and drive the delivery of superior performance and a positive customer experience.

Skills & Experience 

• Strong technical knowledge of Inherent Defect insurance products, policy wordings, indemnity principles, and coverage interpretations.
• Proven experience managing complex or technically challenging claims.
• Extensive experience in claims handling within Inherent Defect Products.
• Proven capability in reviewing claim files, identifying technical gaps, and driving improvements in quality and consistency.
• Strong relationship‑building skills, with experience working collaboratively across Underwriting, Risk Engineering, Compliance, Legal, and external partners.
• Confident in representing the Claims function in meetings, technical committees, and business forums.

Qualifications and Educational Requirements

• Professional insurance qualifications, or working towards them, such as: Cert CII, Diploma or Advanced Diploma (ACII) or Relevant insurance or claims‑related accreditations.
• Strong technical claims background gained within Inherent Defect Products.

Diversity, Equity & Inclusion 

At HSB, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.

Benefits

• 25 days Annual Leave + Bank Holidays + Well-being days
• Up to 13% Pension contribution
• Eligibility for an Annual Bonus
• Private Medical & Dental
• Life Assurance
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility)
• Study & continuing Professional Development Support
• Hybrid Working