Meet Raeesah | Claims Operations and Transformation Graduate

Raeesah joined Hastings Direct’s graduate scheme in September 2024 – in this article, she shares her experience so far, the projects she’s been contributing to as part of the company’s vision to be the best and biggest digital insurance provider, and her advice for anyone thinking of joining #lifeatHD as recruitment for this year’s Early Careers programmes continues.

"For me, with a product design and digital background, I was matched with home claims transformation for my first rotation. This has been brilliant as it has revolved largely around how to improve the digital home claims process to make it more user friendly."

"A typical day for me in home claim transformation would include collaborating with the design and delivery teams to create and assess digital prototypes. I also spend time conducting research to help understand user issues, along with keeping up with the what’s happening in home insurance space.

"Since starting in September, I’ve been able to dive into projects and make a real impact. The first one I worked on was to do with storm damage prevention. A common issue for our customers is finding they’re not covered for storm damage to their home through misunderstanding their policy or not maintaining their property. This initiative investigated ways we could help customers protect their home before a storm and help customers understand what their policy covers. This was great for finding ways to better support our home claim customers and laying the groundwork for exciting opportunities for future digital development in Hastings.

"This led onto my next project which evaluated how we can change our digital offering to make it easier for customers to understand their home insurance policy and avoid the frustration caused when customers call us and realise they’re not able to make a claim. This has taught me a lot about how to make customer experience better and how to translate it into an enjoyable digital experience. I have learnt so many new skills and been able to collaborate with many different teams – which in turn has improved my confidence. I’m excited to see what my next three placements will be – another great point about our graduate scheme is that you can explore different areas and figure out what works for you."

“The Claims Operations and Transformation graduate programme is for you if you’re a problem solver who wants to make a difference to customer experience and help improve it. If you want to learn new skills and have exposure to different areas of the business, joining #lifeatHD would be a great opportunity for you. Good luck with your application!”