Household Claims Handler

Location: Tunbridge Wells hybris (3x per week in the office)

Employment Type: Full time permanent

Salary: up to 27.5k depending on experience

Hours: 37.5 hours per week Monday-Friday

Think the AA is just about roadside assistance? Think again!

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team.

Ready to join us?

Are you ready to take ownership of your career and make a real impact in the world of
household claims? We’re looking for a Household Claims Handler with a passion for delivering outstanding customer service and a drive to become an expert in Escape of Water claims. This is more than just a role, it’s an opportunity to specialise, grow, and be part of a team that’s shaping the future of property claims handling. In this role, you’ll manage your own portfolio of household claims, taking full ownership
from start to finish. While you’ll have the chance to work across multiple perils, we’re building peril‑specific teams, and you could be at the forefront of this exciting development. Whether you already have specialist knowledge or are eager to learn through our tailored training and coaching, we’ll support your journey every step of the way. This is a customer‑facing position, so if you thrive on helping people and want to be the reassuring voice during challenging times, this is your moment.

We’re looking for someone who’s not just capable but committed to delivering superb customer experiences. If you’re ready to specialise, grow your skills, and be part of a supportive, forward‑thinking team this is the job for you

• As a Household Claims Handler, your day‑to‑day will be varied, rewarding, and full of
  opportunities to make a real difference for our customers. Here’s what you’ll be getting stuck into:
• Managing Claims :
  You’ll handle a portfolio of household insurance claims either a mix or specialising in specific perils like Escape of Water taking ownership and seeing them through from start to finish
• Delivering Great Service :
  You’ll keep customers informed every step of the way, ensuring claims are settled promptly, fairly, and in line with our service level agreements
• Working with Our Supply Chain:
  You’ll liaise with suppliers and partners involved in the claims process, helping everything run smoothly and efficiently
• Handling Complaints Professionally:
  If a customer isn’t happy, you’ll ensure their concerns are recorded accurately and managed in line with our complaint’s procedures
• Assessing Claims Accurately:
  You’ll record the details of each claim carefully, checking policy cover and advising customers clearly and compassionately if any part of the claim isn’t covered
• Putting Customers First:
  You’ll treat every customer fairly and deliver world‑class service, always guided by industry standards and company values
• Driving Improvements:
  You’ll support team projects focused on cost, service, and process efficiency and have the chance to get involved in wider departmental initiatives too

To thrive in this role, you’ll bring a mix of experience, skills, and personal qualities that help you deliver exceptional service and handle claims with confidence and care.
Capability, Knowledge & Experience

• Solid experience in handling Household property claims ideally 2+ years
• Familiarity with both buildings and contents claims is a plus
• Strong written and verbal communication skills
• Sharp attention to detail
• Effective time management and organisational abilities

We’realways looking to recognise and reward our employees for the work they do. As a valued member of The AA team,you’llhave access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksavepension scheme with up to 7% employer contribution
• Free AA breakdown…