Full Time



Position Title: Claims Handler

Department: Claims

Location: North West (Southport)

Full/Part-time/Contract: Full time

Direct Reporting: Claims Manager  


David Roberts and Partners was formed in 1977.  Founded in Ormskirk, before moving to Southport, the organisation has now grown into a family of independent insurance brokers. With businesses spanning the UK and Europe. We have a team of over 350 dedicated colleagues, we place over £370m premium with direct access to Lloyd’s of London and other specialist international markets.

Position Summary:

As a Claims Handler at our business, you will be responsible for managing insurance claims on behalf of our clients, ensuring efficient and effective resolution while providing exceptional customer service. Working closely with clients, insurers, and other stakeholders, you will assess claims, negotiate settlements, and advocate for the best possible outcome for our clients. Your expertise in insurance products, strong communication skills, and dedication to client satisfaction will be instrumental in delivering a seamless claims experience.

Roles & Responsibilities:

As a Claims Handler, you will be responsible for the following:

  • Claims Management: Handle a portfolio of insurance claims across various lines of business, including but not limited to property, casualty, liability, and commercial insurance.
  • Client Advocacy: Act as the primary point of contact for clients throughout the claims process, advocating on their behalf to ensure fair and timely resolution of claims.
  • Negotiation: Negotiate with insurers and third-party representatives to achieve optimal claim settlements, taking into account policy terms, legal considerations, and client interests.
  • Documentation: Prepare and maintain accurate records of claim-related communications, activities, and payments, ensuring compliance with company procedures and regulatory requirements.
  • Customer Service: Provide responsive and empathetic customer service to clients, addressing inquiries, concerns, and requests for assistance related to claims.
  • Loss Prevention: Identify and implement proactive measures to minimise the risk of claims, such as recommending risk management strategies and coverage enhancements to clients.
  • Continuous Improvement: Stay abreast of industry developments, emerging trends, and changes in insurance regulations to enhance expertise and improve claims handling practices.

Key Performance Indicators:

  • Claims Closure Rate: Achieve targets for the timely resolution and closure of insurance claims within established service level agreements.
  • Client Satisfaction: Maintain high levels of client satisfaction by delivering prompt, transparent, and empathetic service throughout the claims process.
  • Settlement Accuracy: Ensure the accuracy and fairness of claim settlements by conducting thorough assessments and negotiations in accordance with policy terms and client needs.
  • Claims Cost Management: Manage claims costs effectively to minimise financial impact on clients and insurers while maximising value and coverage benefits.
  • Compliance Adherence: Ensure compliance with regulatory requirements, industry standards, and company policies governing claims handling activities.

Key Relationships:

  • Clients: Build and maintain strong relationships with clients, serving as a trusted advisor and advocate in navigating the claims process.
  • Insurers: Collaborate with insurers to facilitate claims processing, negotiate settlements, and resolve coverage disputes on behalf of clients.
  • Third-Party Service Providers: Coordinate with loss adjusters, solicitors, repair contractors, and other external partners to support claims handling efforts and expedite resolutions.
  • Internal Teams: Work closely with our Account Executives and other internal departments to ensure seamless coordination and communication throughout the claims lifecycle.

Qualifications/Key Skills Required:

  • Strong understanding of commercial insurance products and terminology.
  • Excellent communication and interpersonal skills.
  • Attention to detail and accuracy in data entry and documentation.
  • Ability to work effectively in a fast-paced environment.
  • Proficiency in insurance software (Acturis desirable) and Microsoft Office suite.
  • Problem-solving and decision-making abilities.
  • Client-focused mindset with a commitment to delivering exceptional service.
  • Knowledge of regulatory requirements and compliance standards in the insurance industry.


  • Relevant experience in commercial insurance claims or account management and/or customer service roles.
  • Insurance industry certifications; such as, Cert CII (training support provided by the business to help with qualification progress)
  • Familiarity with insurance brokerage operations and procedures is beneficial.

Salary: Based on experience

Hours: Full-time

Holidays: 25 days holiday plus 8 bank holidays (increases to 28 after 5 years’ service and 30 after 10 years’ service) pro-rata

Income Protection: 75% of annual salary (paid after 6 months) for up to 5 years

Life Insurance: 4 X annual salary


Access to Cycle to Work Scheme

To apply, please email: Mycaila Lodge, mlodge@drpinsurance.com