Location: Bristol, Hybrid model (50% in the office)
Contract: Fulltime, 12 Months Fixed Term
Working hours: 35 hours a week Monday- Friday
About us
We’re 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 DL 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.
We currently have exciting new opportunities for Legal Claims Handlers to join our Legal Expenses Team. This is a 12 Months Secondment/Fixed Term Contract position, that will be based from our Bristol office (Smart hybrid working).
Our purpose
Our Legal Expenses Claims department enables our customers to get access to legal representation to recover compensation or another kind of legal remedy from the person who has wronged them, and for the customer to have legal advice and support without fear of paying hefty legal bills themselves.
We're often helping our customers through some of the most challenging periods of their lives, where they're being impacted physically, financially, or where their home or employment is jeopardised. This means we're dealing with a huge range of issues, complexity, and often very challenging customer vulnerability and behaviours.
What you'll be doing
As a Legal Claims Handler you'll make a real impact by guiding customers through complex legal challenges, ensuring fair outcomes, and keeping claims on track. Reporting into the Legal Expenses Team Leader, you'll play a vital role in supporting customers and their legal representative. You’ll be assessing and validating policy cover, managing lawyers and their actions, and will be controlling how much is spent in legal costs. Your skill will ensure fair and timely outcomes for both our customers and our business.
We value contributions and input from our people, allowing us to be one of Britain's leading general insurers, offering millions of customer's decades of experience and knowledge.
Main responsibilities:
Validate requests for legal expenses cover, authorise or reject claims and determine appropriate freedom of choice following business rules and claims authorisation matrix
Proactively oversee legal representatives' handling of insurance-funded claims to manage legal costs and ensure cost-effective decision-making
Help our customers understand their cover and claim progression by clearly explaining decisions, outlining next steps, and resolving concerns, including offering compensation when appropriate
Support peer group performance and recognition by completing Quality Assurance checks and providing feedback.
Identify, own and manage risks in line with our policy standards, regulatory and governance frameworks
Skills you'll need:
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
- 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
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.
