Senior Claims Handler

Senior Claims Handler At Acorn Insurance, we believe the best claims outcomes are achieved by understanding customer purpose, taking ownership and making informed commercial decisions at the earliest opportunity. Our purpose is simple: To help our customers when they need us most with speed, ease and understanding. This is not a traditional claims handling role. We are looking for individuals who are naturally curious, challenge conventional thinking and seek opportunities to improve outcomes rather than simply follow processes. The Opportunity As a Senior Claims Handler, you will play a key role in delivering outstanding customer outcomes from the very first point of contact. You will investigate motor incidents, establish the facts, assess liability, and identify the most effective route to resolution for both our policyholders and third parties. Through our non-fault and third-party capture strategies, you will take ownership of claims from notification through to settlement, managing repairs, mobility solutions, total loss claims, recovery actions, and cash settlements. This is an opportunity to make a real difference to our customers by providing expert guidance, resolving claims effectively, and ensuring every interaction delivers a positive experience. Role: Senior Claims Handler Location: Liverpool Working hours: 37.5 hours a week. Monday to Friday 8:00am to 6:00pm(on a rota basis), plus 1 in 5 Saturdays 9:00am to 17:00pm Salary: £31,831 Plus up to £2,500 performance related bonus per annum, once established within your role. What you’ll be doing • You will investigate and manage a portfolio of motor claims, using your expertise to understand demand, assess liability and determine the most appropriate intervention strategy. • Working closely with customers, third-party insurers, solicitors, repairers, credit hire organisations and other stakeholders, you will: • Take ownership of claims from first notification through to conclusion. • Identify the customer’s immediate needs and deliver the right outcome at the right time. • Conduct robust liability investigations and secure the evidence required to support decision making. • Maximise recovery opportunities and minimise indemnity spend through proactive intervention. • Identify opportunities to utilise Acorn’s services and supplier networks where they deliver better outcomes for customers. • Use sound judgement to balance customer experience with commercial performance. • Support the identification of trends, root causes and system conditions that drive cost, delay or repeat demand. • Contribute ideas and improvements that enhance customer outcomes and operational performance. • Pull support when needed and if handing the claim off, hand the claim off clean • When fault or split liability is identified, your focus will shift to managing and reducing third-party claim costs while delivering fair outcomes for all parties involved. • Negotiate directly with third parties and insurers to secure fair and efficient settlements. • Make sound liability and indemnity decisions based on evidence, policy and industry best practice What Success Looks Like Success in this role is measured not only by what you do, but by the outcomes you create. You will: • Deliver exceptional customer and third-party experiences. • Make effective decisions at the earliest opportunity. • Maximise non-fault recoveries and third-party capture opportunities. • Reduce unnecessary indemnity spend. • Improve claim flow and speed of resolution. • Identify opportunities to remove waste and improve the claims journey. • Demonstrate technical excellence and commercial awareness. • Contribute to a culture of continuous learning and improvement. About You We’re looking for experienced claims professionals who combine strong technical expertise with commercial awareness and a genuine passion for helping customers. You will have: • Previous motor claims handling experience. • Strong liability investigation and negotiation skills. • Excellent communication and stakeholder management abilities. • The confidence to challenge traditional approaches and think critically. • A proactive mindset focused on solving problems rather than processing transactions. • The ability to balance customer needs with commercial outcomes. • A passion for continuous improvement and delivering better ways of working. • This is an evolving and highly commercial role within a growing team that is encouraged to challenge traditional claims handling approaches and drive innovation. We are exploring new shift patterns, proactive out-of-hours intervention strategies, real-time intelligence, automation, and AI-enabled tools to identify non-fault opportunities, maximise third-party capture, and deliver improved outcomes for both our customers and the business. The successful candidate will play a key role in shaping these initiatives, helping to influence the future direction of claims handling while driving performance, efficiency, and customer satisfaction. Grow with Acorn At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024. We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share: · • We run through walls for our customers and each other · • We challenge the status quo · • We succeed when we help those around us succeed · • We decide quickly when the smart thing to do is use our judgement Benefits: · • A maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options · • 24/7 mental health support & free counselling available · ☝ Grow with us: Through career fairs, leadership programs, and learning on the go! · • Flexible benefits, including early access to salary via our internal platform · • Hybrid working options to support work-life balance and individual needs · • Recognition awards, social events & more Our Commitment to our colleague’s: These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth: · • Mindful Employer – championing mental health and wellbeing · ♿ Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities · • Menopause Friendly accredited – supporting every stage of life · •️ Armed Forces Covenant signatory – honouring those who serve · •️ Armed Forces Defence employer recognition scheme - Supporting those who serve · • Great Places to Work 2024/25 – fostering an engaging and positive workplace culture · • Best Place to Work for Development – proud to be investing in people’s future · •‍• Best Place to Work for Women – breaking down barriers to women's career progression If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn. A Few Things to Know Before You Apply We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind: If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check. • Visa Requirements Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship. • We’re Here to Support You We’re committed to creating an inclusive, supportive workpl