Claims Technical Lead - Complex Bodily Injury

Overview

Job Title: Claims Technical Lead – Complex Bodily Injury
Location: Leicester, London or Bexhill (hybrid)

Hastings Direct is a digital insurance provider focused on becoming the best and biggest in the UK market. We invest in data and tech to support our 4Cs culture and deliver high-quality outcomes for customers and the business. This role is the Claims Technical Lead for the Motor Bodily Injury function, responsible for strengthening technical capability, coaching high-value injury handlers, and ensuring high-quality outcomes.

Note: travel to sites may be required to deliver and/or facilitate training sessions.

Responsibilities

• Collaborate with the Head of Large Loss to define and implement the technical strategy across the unit responsible for claims up to £250k.
• Lead the design and implementation of a structured development pathway to enhance technical capability, confidence and progression of high-value injury handlers.
• Provide technical coaching and guidance, serving as the primary technical referral point for senior handlers.
• Work with specialist and frontline colleagues to drive improvements in assessment, management and resolution of high-value cases, seeking opportunities to improve efficiency, reduce indemnity spend and strengthen decision-making using audit and market insights.
• Monitor and interpret changes across the bodily injury landscape (including CPR, JCG, Consumer Duty, MOJ, OIC and the Intermediate Track) and ensure teams understand and adapt to requirements.
• Help shape technical standards, quality controls and governance frameworks to maintain compliant, consistent and commercially robust bodily injury handling.

Essential skills / experience

• Significant experience in handling high-value motor bodily injury claims, ideally up to £500k.
• Excellent knowledge of indemnity principles, insurance contract, RTA, MIB Articles of Association (including Article 75), BI legislation, and relevant protocols and frameworks (including CPR, JCG, Consumer Duty, MOJ, OIC and Intermediate Track).
• Experience coaching and mentoring colleagues with a proven ability to lift capability across the team, including reviewing high-value files and providing supportive, development-focused feedback.
• Strong complaints handling knowledge and experience with the ability to resolve issues effectively and in line with regulatory expectations.

Equal opportunity and inclusion

Hastings Direct is an equal opportunities employer. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. We are committed to creating an inclusive environment and provide reasonable adjustments during recruitment where needed.

Benefits

• Competitive salary and £5k car allowance
• Flexible hybrid working
• Competitive bonus scheme
• Private medical insurance (PMI) for eligible colleagues
• Life assurance (4x salary), income protection, and matched pension contributions up to 10%
• Additional wellbeing and financial wellbeing support, including discounts and cashback
• 27 days annual leave + bank holidays, with option to buy or sell one week

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