Claims Handler Apprenticeship
HASTINGS DIRECT LIMITED
Leicester (LE1 1SH)
Closes on Friday 17 July 2026
Posted on 8 June 2026
Contents
Summary
As a Claims Handler you will support customers over the phone when they need us the most. Our role is to be there for them following an incident and to support them at the start of their claims journey.
You will gain a Level 3 apprenticeship that includes a respected CII (Chartered Insurance Institute) qualification.
- Wage
-
£26,230 a year
- Training course
- Insurance practitioner (level 3)
- Hours
-
Monday to Friday, on a rotational shift pattern between 08:00 and 19:00.
37 hours 30 minutes a week
- Start date
-
Monday 28 September 2026
- Duration
-
1 year
- Positions available
-
10
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Support customers following an incident when they need assistance most
- Guide customers through their claims journey from start to finish
- Help customers log their claim as part of the First Notification of Loss (FNOL) process
- Assist customers in understanding and navigating the claims process
- Handle customer interactions over the phone
- Support claim activities during the first three days of the claim lifecycle
- Act as a case handler, managing and progressing claims
- Deliver a high-quality customer experience at every interaction
- Show empathy and understanding towards customers’ situations
- Work towards team and individual performance targets
Where you'll work
St. Georges Tower
1 St. Georges Way
Leicester
LE1 1SH
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DAVIES LEARNING SOLUTIONS LIMITED
Training course
Insurance practitioner (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Achieve desired business outcomes within own area of insurance responsibility, in line with the organisation's commercial aims and objectives.
- Identify information from a range of sources to determine an appropriate course of action including a recommendation, a decision or a referral.
- Analyse data to make evidence based decisions.
- Apply organisational quality assurance policies and procedures in their role and within the limits of own authority.
- Apply appropriate method of communication for audience and circumstances.
- Records, verifies, maintains and where appropriate, shares information.
- Compliant with relevant governance, policies and procedures.
- Identify work with stakeholders and creates and maintains a network of stakeholders needed to undertake casework effectively and to conclusion.
- Balances competing priorities in order to meet deadlines.
- Builds and maintains positive relationships.
- Work as part of a team to help achieve results.
- Identify potential claims fraud and determine the correct action to prevent loss.
- Manage insurance claims and/or payments within the limits of responsibility in line with policies and procedures.
- Identify and manage insurance risks within the limits of responsibility in line with policies and procedures.
- Recommend insurance and premiums decisions within the limits of responsibility and in line with organisational policies and procedures.
- Gather and interpret relevant information to provide a return on insurance decisions.
- Match client’s needs with available insurance products and services.
- Optimises the potential return on insurance decisions within the scope of own role by identifying and positioning the client’s case with the insurer.
- Achieve desired business outcomes within own area of insurance responsibility, in line with the organisation's commercial aims and objectives.
- Identify information from a range of sources to determine an appropriate course of action including a recommendation, a decision or a referral.
- Analyse data to make evidence based decisions.
- Apply organisational quality assurance policies and procedures in their role and within the limits of own authority.
- Apply appropriate method of communication for audience and circumstances.
- Records, verifies, maintains and where appropriate, shares information.
- Compliant with relevant governance, policies and procedures.
- Identify work with stakeholders and creates and maintains a network of stakeholders needed to undertake casework effectively and to conclusion.
- Balances competing priorities in order to meet deadlines.
- Builds and maintains positive relationships.
- Work as part of a team to help achieve results.
Training schedule
Requirements
Essential qualifications
A Level in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Problem solving skills
- Patience
- Motivated
- Enjoy talking to people
- Stay calm
- Keen to learn
Other requirements
Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. What this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey.
For this position, we’re regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis.
About this employer
Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.8 million customers in the UK, employing over 3,400 colleagues. Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way our business works that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment.
https://www.hastingsdirectcareers.com/ (opens in new tab)
Company benefits
- Annual Bonus Scheme
- Life Cover
- Health & Dental plans
- Buy & Sell Holiday Scheme
- Discounted Hastings Direct Products
- Cycle to Work & Tech Schemes
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
After completing the programme, you could progress to:
- Level 4 apprenticeships, such as Insurance Professional, Counter Fraud, or other pathways
- Specialist roles across different areas of claims
- Leadership, technical or customer‑focused positions
Ask a question
The contact for this apprenticeship is:
HASTINGS DIRECT LIMITED
Emma Housago
emmahousago@hastingsdirect.com
The reference code for this apprenticeship is VAC2000035409.
Apply now
Closes on Friday 17 July 2026
After signing in, you’ll apply for this apprenticeship on the company's website.