Field Surveyor - Home Claims

About the role

Job Title: Field Surveyor Locations: We're looking for our future colleagues to cover one of the following regional areas - West Yorkshire/North Yorkshire, Northumberland/Scottish Borders, West Midlands/Derbyshire or Cambridge/Lincolnshire Welcome to Hastings Direct We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead. We understand some people may not apply for jobs unless they feel they tick every box. If you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure we would love to hear from you. Role overview Given our ambitions in the Home Insurance market, our Field Surveyors play a pivotal role in our success. We're on an exciting journey of growth and therefore looking for people with the same passion for customer service that we do, so that we can keep heading in the right direction. We have a strong focus on using technology to improve the customer's journey and encourage a culture of continual development amongst our teams. Our aim is to be market leaders in everything we do! We have a number of positions available for experienced Field Surveyors to join our team (across select locations) and help manage a portfolio claims. You'll be accountable for delivering our claims service straight to the customer through your onsite validation of their property damage/loss. You'll ensure your claims handling complies with consumer duty, support vulnerable customers, adheres to the field surveying specific HR policies, and have sufficient control of claims costs. We want to do what we can to ensure a straightforward outcome for all involved. Job details - you'll need to have demonstrable experience in: In-depth knowledge of building construction and regulations, enabling you to independently manage domestic property claims up to £150k under delegated authority, including accurately quantifying losses and applying sound indemnity principles Travelling to customers' homes to assess liability, validate damage, scope and value repairs, negotiate settlements, and coordinate appropriate solutions to support claim progression, supporting customers through what can be a difficult and emotional claims journey Maintaining claim records to a very high standard, ensuring all documentation, photographs, and communications are accurately captured, alongside setting and proactively managing accurate claim reserves and payments throughout the lifecycle of the claim Supporting the development of a network of regional surveyors and contractors by sharing technical expertise, acting as a referral point, and contributing to consistent delivery of customer service excellence and indemnity control within your region Using industry-leading scoping software to define building works, agree settlement outcomes with customers, or instruct contractors/loss adjusters to complete repairs in line with policy coverage and best practice Providing technical support on complex claims and initiatives across the field network and supply chain, and occasionally leading smaller initiatives with measurable benefits tracked over a 12-month period Essential skills/experience: Extensive experience in a domestic insurance field surveying role, with a proven track record of independently managing claims of varying complexity up to £150k, including validating, quantifying, and negotiating fair and evidenced settlements. Strong technical knowledge of building construction (building pathology), with the ability to scope works, calculate repair costs, and determine accurate claim values in line with policy coverage, building regulations, and best practice. Demonstrable ability to quantify insurance losses and set and maintain accurate claim reserves, ensuring financial exposure is understood and controlled from first visit through to claim conclusion. Proven capability to project manage complex property claims, including flood, escape of water, impact and major fire damage, ensuring timely and effective resolution. Exceptional customer care skills, with the ability to clearly explain technical decisions, deliver fair outcomes, and support customers through challenging and often distressing situations, including identifying and working with vulnerable customers in line with Consumer Duty principles. The interview process Our interview process inv

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