Home Claims Technical Specialist

Liverpool Victoria General Insurance Group

Location: England

Job Type: Not Specified


A brand new opportunity has arisen for a Home Technical Claims Specialist working here at LV. We are looking for someone to join our small team of subject matter experts who has on-site exposure and experience of managing the repair and restoration of fire and water damage buildings and contents. You’ll be from either a disaster restoration, major and complex loss adjusting or building surveyor background.

We are seeking someone to actively assist in the delivery of LV=’s claims strategy and in identifying and driving improvements to the repair, damage mitigation and restoration of domestic property claims. You’ll be a subject matter expert and a referral point on the restoration of fire and water damage claims and able to provide coaching and training to the Home claims teams.

We are seeking someone who is keen to pursue their career with us at LV. The role can offer flexibility, including hybrid working, so we’d love to talk to you about how we can make the role work for you, as well as us.

We’re at the start of an exciting time in Technical home claims and whilst there are challenges ahead, you’ll be joining a team who genuinely put our people first, deliver what matters to customers in a technically excellent way.

Role Purpose:

As a Technical Home Claims Specialist you’ll be a claim expert within LV=. You’ll actively assist the Claims leadership team in the delivery of LV=’s claims strategy and in identifying and driving improvements in LV= claims performance. You’ll be a subject matter expert and a referral point on large loss and complex claims and provide coaching and training to the Home claims teams.

Key Accountabilities

Provide technical support to the Home Claims teams acting as a referral point in the evaluation of appropriate, cost effective, repair options.

In conjunction with Subsidence & Buildings Technical Expert & Supplier Relationship Manager monitor supplier performance to identify trends and areas of improvement or financial benefit, including undertaking regular supplier audits, including formal business assurance audits, identifying any leakage, trends, regulatory issues

Identify technical knowledge gaps through monitoring staff performance, then write and deliver bespoke training requirements

Monitor industry best practice, innovation and other external factors that may impact on how LV deals with claims, to identify areas of opportunity along with cost implications of any changes to help inform Claims and Pricing of Claims inflation

To undertake activities/projects as delegated by the Head of Home Technical claims, where required

Represent LV= on VIP claim visits, industry forums and initiatives

Knowledge, skills, qualifications and experience:

You’ll be a Home claims expert with a background of working in the claim repair & restoration of domestic properties due to damage caused by subsidence, fire or water damage. Your expertise may be aligned with either subsidence claims, disaster restoration for fire and water damage or surveying expertise, or a combination of all types of claims. Your role in LV= will be aligned with your specific area of expertise.

Subsidence specific expertise:

Ideally, but not essential, to be incorporated or associate member level of one or more of the following professional institutions: Chartered Association of Building Engineers – CABE, Chartered Institute of Building – CIOB, Royal Institution of Chartered Surveyors – RICS, Institution of Civil Engineers – ICE, Institution of Structural Engineers – IStructE.

In addition, the candidate will ideally have, or be working towards certificate level with either The Chartered Insurance Institute – CII, or The Chartered Institute of Loss Adjusters, - CILA.

In depth experience of handling subsidence claims; in-depth knowledge of home insurance policy cover, including awareness of policy wordings, exclusions and how variances are applied

Ability to evaluate subsidence site investigation, soil mechanics & monitoring data to assess causation of damage; appropriate investigation required along with mitigation and repair solutions utilised to stabilise a property, including piled raft schemes, mass concrete underpinning and piling techniques.

Knowledge of current data and technologies used in subsidence investigation and repair including Knowledge of the BRE Categorisation.

Fire and Water damage specific expertise:

Ideally, but not essential, to be a qualified member of a professional organisation, such as BDMA (British Damage Management Association); or a building surveyor with on-site exposure to and experience of managing the repair and restoration of fire and water damage buildings and contents.

In-depth knowledge of best practice in the restoration of domestic properties following fire, water or flood damage, such as BS12999; damage management code of practice /PAS 64

Knowledge of current technologies used in restoration, drying and repair of fire or water damaged properties, to include:

Fire and water damage limitation, cleaning and restoration, odour control, microbiology surveying after black water contamination, moisture measuring and the drying buildings and contents

Fire, smoke and soot control and mitigation of secondary damage

Appropriate measures to identify and respond to the risk of asbestos

General expertise and skills:

Ability to review a scope of works and tender analysis to identify insured and uninsured works.

Follows FOS repair related decisions and understand impact on Claims handling philosophy and complaint handling. Able to apply previous FOS decisions and industry best practice to the handling of claims

Aware of how CDM regulations and Building Regulations and how these impacts the repairs undertaken. Demonstrate knowledge of the obligations of the Party Wall Act and how this Act may apply to the handling of claims.

Ability to identify & address any supplier performance issues, including analysis of supplier MI to identify areas of improvement. Able to co-ordinate & participate in supplier audits in conjunction with the claims audit team & provide feedback on trends and issues observed. Ability to engage with senior management at suppliers and act quickly to resolve problems and issues

Strong customer empathy; able to identify vulnerable customers and adapt the claim response to support their needs

Ability to learn new skills and continuous improvement methodologies

Assertive, positive ‘can do’ approach

Ability to deliver technical related training

Good numerical skills and be able to think both strategically & tactically

Good IT skills including competent user of Microsoft applications such as Word, Excel, Outlook

Ability to travel to group and branch sites & customer homes, when required

Good communication, presentation & relationship building skills (internal & external)

Good team building & people development skills

Able to work without supervision & be self motivated

Excellent organisational skills

Why Work for Us?

Exciting things are happening at LV=General Insurance (LV=GI). Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.

Driven by our pride and passion, we will always do the right thing to inspire trust in our people and our customers. That’s why we’ve made it our mission to become Britain’s best-loved insurer, by helping people look after what they love.

About the Rewards

This role is a Band Senior Associate in the LV= Structure. To find out more about our bands, click to view our FAQ page here. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.

We’ll give you:

Flexible working opportunities – many of our employees job share or work part-time, flexi-time, or compressed hours. Our new hybrid working model now offers all employees the option to work from home 3 days a week and 2 days in the office.

30 days' holiday, with the option to buy up to 2 additional days

An excellent pension plan (please click here to read more about it)

An annual bonus scheme based on company and personal performance


Other flexible benefits including discounted retail vouchers and dental insurance

25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance

To find out more about our benefits and rewards, please click here.

LV= is an equal opportunities employer who values a diverse and inclusive workplace. We recognise that people work in different ways, and we value alternative viewpoints, celebrate individuality and foster a culture where everyone can bring their true self to work. We are committed to creating a diverse workforce, we accept applications from everyone regardless of your background, beliefs, culture, gender identity, ethnicity, sexual orientation, disabilities and long term health conditions

Here at LV= we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and become a fan on Facebook.


If you share our ambition and our passion, join us on our journey. You can help us shape our new future together.

You’ve got this!