Full job descriptionAbout AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life’s uncertainties with confidence.
AXA Retail helps people get back to the good stuff with quick, fuss-free home and car insurance and brilliant customer service.


Job overview:
We’ve several exciting opportunities for Home Claims Handlers to join our team in Morecambe on a permanent basis. As a Home Claims Handler, you’ll be working as part of a busy and vibrant team, providing advice to our customers on their home insurance policy claims. You’ll manage new and existing claims, making decisions on the customer’s policy cover and triaging claims. You can expect to be dealing with a variety of claims over the phone, including accidental damage, theft and damage from weather events to name a few! This will be for customers who have AXA Home policies, but also through insurance brokers and other insurance companies


Key responsibilities:
*Ensuring each customer feels valued and supported with their claim, providing them with personalised and accurate information, based on your expertise and training.
*Respond promptly to calls while maintaining a strong focus on accuracy and attention to detail, precise and timely complete of case notes, logs and diaries for each customer.
*Staying composed and level-headed when faced with challenged to effectively assist and support customers during their most critical moments of need.


Work arrangements:
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You’ll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.


Working hours & shift pattern:
You’ll work 37.5 hours per week on a rotating shift pattern that covers our opening hours of 8am to 8pm Monday to Friday and 9am to 5pm on Saturdays. Saturdays typically run 1 in 5 and some Bank Holidays are also included.


Induction & training:
Induction Date: Monday 14th September 2026
You’ll receive a comprehensive onsite induction to set you up for success in your new role. Our market leading 6-week training programme will be delivered at our Morecambe office with one of our specialist trainers.
Once you demonstrate competency in your role, you’ll then transition to a hybrid working model spending the majority of your time at our Morecambe office. (Typically, around the 6-month mark, depending on your individual development which includes quality and productivity metrics being met.)


Your skills & experience:
*Customer service experience in any sector.
*Great listening skills and confident in interacting with customers and building relationships over the phone.
*Previous telephony experience is desirable.
*Able to use various computer systems and speak over the phone simultaneously.
*Able to approach and solve problems with a positive, can-do attitude.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.


How to apply:
To apply, click on the ’apply now’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.