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Home Complex Claims Consultant

Liverpool Victoria General Insurance Group

Location: England

Job Type: Not Specified


About the Role

A fantastic opportunity has arisen within LV=GI to join us as a Home Complex Claims Consultant within the GI Claims Team in Croydon.

Our teams are currently making the choice to either work from home, the office or a combination of both. Our future work model will be working in the office at least 2 days per month from September 2023.

Our teams work flexible hours between Monday-Friday 8am-6pm, part time hours will be considered.

You will be responsible for managing Home Complex Claims from receipt through to settlement, including, validation and negotiation, whilst providing outstanding customer service in line with LV= claims philosophy and group strategy.

Why Work for Us?

Life at LV=GI

We’re not your average insurance company, in fact we strive to be different. You won’t find strict dress codes, jargon filled documents or unrealistic targets here. What you will find is a welcoming culture, a clear vision and teams of passionate people doing their best for our customers.

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 You

To be successful for the role you will have knowledge of Home Complex Claims and other teams within the business unit such as recoveries, complaints and property liability.

You will have a working knowledge of Recovery process, Subsidence claims and Escape of Oil claims

You will be able to demonstrate technical understanding of claims processes and industry working practice.

You will be self-motivated to achieve own targets and deadlines and use initiative when required

Experience in liaising with the Financial Ombudsman Service and an understanding of their arbitration processes

You will need to demonstrate competent letter writing with the ability to produce a letter that is clear, precise and grammatically correct.

The Details

Demonstrate a proactive approach to customer needs at all times

To be responsible for the day to day managing of Home Complex Claims, whilst delivering outstanding customer service, within agreed service levels.

To manage household claims though to conclusion up to a value of £150k

Effectively negotiate settlement of claims within own handling authority

Provide the earliest resolution of validated claims to support control of claim spend by proactively progressing them at each stage of the claims process.

Follow agreed procedures in referring files to underwriters, identifying policies that require a review before offering renewal

Able to identify recovery potential on home claims

To identify any potential leakage.

To act as a complex referral point for less experienced staff, sharing and documenting best practices.

Attend surgeries and workshops

To be able to build and maintain excellent relationships with both internal and external parties pro-actively challenging and managing their performance to achieve satisfactory settlement of customers claims

To identify invalid claims, suspected fraud and potential recovery opportunities and deal with in an appropriate manner and/or ensure that they are referred to the appropriate person/department.

Liaise with underwriters to discuss possible voidances, changes to policy wording and non-disclosure issues

To be responsible for recording and resolving customer complaints in a timely and effective


This role is an Associate Cluster in the LV= Structure. 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:

26 days' holiday – which increases after two years’ service to 28 days

A competitive pension for which LV= will pay twice the amount you pay, up to 14%

An annual bonus scheme based on company and personal performance

A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)

Gympass - Your anytime, anywhere access to wellbeing. Your health and wellbeing is important to us, the all in one wellbeing membership that gives you access to top gyms, studios and wellbeing apps

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

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.