Claims Handler

Location: Norwich, England, United Kingdom


This position is no longer open.

Job Number: 1022

External Description:

Job Title: Claims Handlers
Location: Broadland Business Park, Norwich
Contract: Permanent, Full Time – 35 hours per week
Working Hours: Shift patterns covering the hours of 8am-8pm Monday to Friday (Rotation of 1 late per week (11am-7pm/12pm-8pm) and some weekends including Saturdays and Sundays.
Salary: Starting salary of £17,250 with the potential to increase to £22,000 (+ benefits)

We have exciting opportunities for Claims Handlers to join us in our offices based on Broadland Business Park. Life is full of unexpected twists and turns, but for every situation, Aviva is on hand to make things simple and keep customers protected. Joining our Claims Team, you will have a vital role to play. Here within our Claims department, every one of our people is a great talker, listener, investigator, letter-writer and decision maker.

We are currently recruiting into two different teams: Motor Claims and Third-Party Claims.

Duties & Responsibilities

Our Motor Claims Handlers investigate insurance claims with the maximum efficiency and minimum fuss, in an attractive environment. You’ll be responsible for following up the claim, liaising with the Third Party, Credit Hire Companies; Third-Party Insurers and negotiating settlements, as well as taking calls from customers who currently hold motor insurance policies with Aviva and are looking to make a claim. These are customers who hold both commercial and personal policies and need to get their vehicle back on the road as soon as possible. You'll talk and listen calmly to our customers, knowing just the right questions to ask to obtain the right and relevant information to assist you in processing their claim.

As part of the Third-Party Claims team, you will contact Third Parties to establish their intentions if they are a non-fault party and understand their needs and what matters to them. You will be able to articulate the benefits of using Aviva’s services and build an instant rapport with Third Parties. You will understand what a Third party is entitled to. By converting the right Third Parties we are able to control costs, improve the Third Party’s journey and create new customers. For this particular team, previous experience or a flare for sales would be advantageous but by no means essential.

You'll enjoy taking personal responsibility for your own workload, continually reorganising and prioritising to ensure our customers get the best service possible. With your strong work ethic and even stronger customer focus, you'll be able to put yourself in our customer's shoes ultimately minimising the impact of the claim to them.

Please click on the video link for an insight on how we help our customers at their times of need:

Please note that there is a free bus service that runs from the city centre directly to the site. Unfortunately, there is no onsite parking available however Aviva has additional offsite parking at the Postwick Park and Ride site together with a bespoke bus service to our offices on the Broadland Business Park.

Skills and Experience Required 

  • Excellent communication skills - both written and oral
  • Strong questioning skills
  • The ability to overcome a challenge in an environment where no two days are the same
  • Strong negotiation and influencing skills, with the ability to listen and reason compassionately
  • A natural curiosity to identify improvements
  • A positive mind set and a can-do approach
  • Ability to deliver superb customer service and a strong commitment to do the right thing for your customers
  • Exceptional attention to detail
  • No previous claims or insurance experience is required as full training will be provided

What will you get for these roles?

  •  Generous defined contribution pension scheme
  • Annual performance related bonus and pay review
  • Holiday allowance of 25 days plus bank holidays and the option to buy/sell up to 5 additional days
  • Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family.
  • Excellent range of flexible benefits to include a matching share save scheme
  • Full training and ongoing support provided

Earning Potential

Typically, our Claims Handlers will progress from the starting salary of £17,250 to £18,500 on reaching the standard required after training is completed. Your development will continue in the role over time. On average we see people reach an advanced level after 18 months, where salary would rise again to £20,500. You can then continue to excel in the role and become one of our experts in department earning £22,000. Beyond this, there are numerous opportunities within our business for people with the right skills, behaviours and attitude to be able to continue progression of their career aspirations.

Oh and by the way…

At Aviva we always ‘Care More’. It’s our thing. We’re all about our people – that’s you – so we can be pretty flexible. If you need to work from home some of the time, or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. We’ll even try to bend work around your further studies or hobbies where we can.

We care deeply about welcoming people no matter where they’re from, how old they are or what disability they have. We encourage applications from every age, race, ethnicity, disability, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or caring responsibility. We want our employees to bring their whole self to work and that starts with you.

As part of that we interview every disabled applicant* that meets the minimum criteria for the job. Just send us an email once you’ve applied and we’ll make sure we interview you.

If you like the sound of all that, we’d love it if you could submit your application online. If you need an alternative method of applying, please give Danielle Stallard-Trueman a call on: 0121 234 7614 or ping them an email at:

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you must provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.

Job Number: R-87223

Community / Marketing Title: Claims Handler

Location: Norwich, England, United Kingdom