Policy Review Advisor

Policy Review Advisor

Salary: £25,150 with excellent long term progression opportunities to increase your base salary

Location: Bexhill (hybrid 1 day in our office)

Working Hours: Monday - Friday 09:00 - 17:30 NO WEEKENDS!

Start date: 1st of September

Welcome to Hastings Direct- Pam Angel – HR Director  

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 three 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 purpose:

You'll be one of our first lines of defence at Hastings for protecting the business against potential policy fraud by validating our customer policies and ensuring these hold the correct information that best suits their needs. You’ll be responsible for balancing a varied portfolio of customer policies and will validate these through a variety of different checks (directly with customers or by authenticating documents) and ensuring that any risk information is reviewed and if relevant, completed in a timely manner.

You’ll use a data driven approach, effective conversation management plus cutting edge application fraud tools to identify and treat deliberate and unintentional policy misrepresentation, ensuring customers are retained at the right price and that high-risk policies are removed from cover.

Job details – you’ll need to have demonstrable experience in:  - 

•  Investigate and validate insurance policies flagged for potential fraud, ensuring accurate risk assessment and compliance with FCA regulations.
• Review and verify customer documents across various channels, identifying misrepresentation and ensuring policies meet customer needs.
• Handle inbound and outbound communications with customers, colleagues, and third parties, delivering excellent service and complaint resolution.
• Meet service level agreements and personal KPIs, taking ownership of your portfolio and contributing to team goals.
• Collaborate across departments, demonstrating professionalism, attention to detail, and a commitment to continuous personal development.
• Champion fair customer outcomes, challenging processes that fall short and ensuring all actions align with company values and regulatory standards.

Transferable essential skills we would love you to have:   

• Analytical and data-driven mindset, with the ability to assess documents and identify risks using a methodical approach.
• Strong communication skills, including active listening, confident conversation management, and clear written correspondence.
• Customer-focused experience, ideally in target-driven or contact centre environments, with an understanding of vulnerable customer needs.
• Organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a dynamic setting.
• Confident using Microsoft Office and quick to learn new systems, with a flexible approach to evolving processes and tools.
• Awareness of industry standards, including basic motor insurance knowledge, GDPR compliance, and risk profiling.

The interview process – update per role requirements 

Our interview process involves the below:   

• Recruiter Screening 

• Virtual Interview with Hiring Leader  

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – for more information on the Disability Confident Scheme (DCS), please visit our inclusive business page on our careers website. For this position, we’re regrettably unable to accept applications through the DCS due to the extremely high volumes of applications we receive. However, you’ll of course have fair access to support and adjustments throughout your recruitment journey.  

Regrettably we are unable to offer sponsorship for this role

Benefits: In addition to a competitive salary you will also receive… 

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail 

Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus 

Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support 

Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs 

There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your  weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more …. 

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve. 

-

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Job posting end date: