Job Overview

Key Responsibilities

The Desktop Adjuster is responsible for investigating and validating all aspects of a property
claim, applying policy coverage, assessing liability, determining causation, validating quantum
and ensuring fair and evidence-based claim outcomes. They must work collaboratively with
policyholders, insurers, brokers, surveyors, contractors, suppliers and internal colleagues to
progress claims efficiently whilst maintaining the highest standards of technical accuracy and
regulatory compliance. The incumbent has excellent technical knowledge, sound judgement and
the confidence to make informed decisions across a broad range of property claims.

• Manage a portfolio of domestic and/or commercial property claims from instruction through
  to settlement, ensuring service level agreements and client expectations are consistently
  achieved.
• Investigate the circumstances of each claim, assessing policy coverage, liability, causation,
  quantum and overall indemnity.
• Review and validate all aspects of a property claim, including but not limited to buildings,
  contents, alternative accommodation, mitigation, restoration, trace and access, professional
  fees, debris removal and other associated heads of claim.
• Analyse survey reports, schedules of works, contractor estimates, photographs, videos and
  supporting documentation to make accurate technical decisions.
• Liaise professionally with policyholders, insurers, brokers, surveyors, contractors, restoration
  specialists and other stakeholders to progress claims efficiently.
• Deliver outstanding customer service through proactive communication, effective
  expectation management and clear explanation of technical decisions.
• Negotiate fair and proportionate claim outcomes in accordance with policy terms, delegated
  authority and client requirements.
• Identify complex, high-value or potentially fraudulent claims requiring technical referral or
  escalation.
• Maintain accurate, comprehensive and contemporaneous claim records.
• Ensure all claims are handled in accordance with FCA regulations, Consumer Duty, insurer
  requirements and company procedures.
• Support continuous improvement by sharing technical knowledge, identifying efficiencies and
  promoting best practice across the business.
• Knowledge
• Excellent understanding of domestic and/or commercial property insurance.
• Comprehensive knowledge of the full property claims lifecycle and associated heads of claim,
  including but not limited to buildings, contents, alternative accommodation, mitigation,
  restoration, trace and access and associated claim costs.
• Strong understanding of policy wordings, endorsements, exclusions and the principles of
  indemnity.
• Knowledge of building construction methods, property pathology, reinstatement principles
  and repair validation.
• Excellent understanding of claims investigation techniques, liability assessment and
  evidence-based decision making.
• Good knowledge of FCA regulation, Consumer Duty and Treating Customers Fairly principles.
• Awareness of fraud indicators, validation techniques and referral procedures.
  Skills
• Excellent analytical and investigative skills.
• Strong technical decision-making with sound commercial judgement.
• Ability to interpret policy wordings and apply them consistently.
• Excellent verbal and written communication skills.
• Strong negotiation and stakeholder management skills.
• Exceptional organisational skills with the ability to effectively manage a varied caseload.
• Excellent attention to detail and commitment to quality.
• Ability to build positive relationships with customers, insurer clients and colleagues.
• Ability to work independently whilst contributing positively to a collaborative team
  environment.
• Proficient in Microsoft Office applications and claims management systems.
  
• Experience
  
• Essential
• Previous experience managing domestic and/or commercial property insurance claims.
• Experience assessing policy coverage, liability, causation, scope of loss and claim quantum.
• Experience handling the full spectrum of property claims, including buildings, contents,
  alternative accommodation and associated heads of claim.
• Experience reviewing survey reports, schedules of works, photographs, estimates and
  supporting technical evidence.
• Experience working within delegated authority and making technically sound claim decisions.
• Experience working within an FCA regulated environment.
  
• Desirable
• Experience handling complex, high-value or major loss claims.
• Experience working with multiple insurer clients.
• Experience mentoring or providing technical guidance to colleagues.
  
• Qualifications
  Desirable
• Cert CII, Cert CILA or another recognised insurance qualification (or working towards one)