Claims Jobs

The FNOL department is the initial contact for customers who have experienced an incident. Our main purpose is to provide reassurance while accurately recording the details of the incident. We evaluate vehicle damage and make indemnity and liability decisions to facilitate a prompt claims process. We provide a fast and efficient service for our customers through both telephone and digital platforms, with currently 40% of our claims being registered online.

The Total Loss department handles claims for vehicles deemed irreparable or uneconomical to repair after an accident. They assess damage and determine the vehicle's pre-accident market value, with the aim of putting our customer back in the similar financial position, in order to purchase a new vehicle and ensure good outcomes. Your day would be split roughly by 70% of the day taking calls and 30% doing file work and emails.

The AD Repair department are responsible for managing our customers vehicle repairs following reporting their claim. We are here to ensure our customers are supported through the process as pro-actively as possible, whilst delivering the best service when our customers need us most. The department deal with inbound and outbound calls from both our customers and suppliers, such as our Approved Repairers, Glass Suppliers, and Independent Engineers. Our main duties include communicating with both customers and suppliers via inbound/outbound calls SMS and email.

The Theft department deals with all Theft, fire and lock related claims. New claims relating to those circumstances are set up within the department. The claim is also validated and approved within the department. We ensure customer service is at the forefront of our claims handling while balancing that with investigating and establishing any concerns.

The Van ADL department deals with repair and Total Loss claims for the Van, FordInsure, AA and Wayve Products. The focus for the department is to ensure excellent customer service for all customers when processing their damage claim. The development and support of our colleagues is paramount, and the dedicated management team will help you achieve your full potential.

The Multiskilled department is trained in multiple areas of claims so they can support our customers wherever they are needed. This is a fast-paced role and offers the opportunity to learn a lot about various departments within claims and develop quickly. The customer is at the forefront of everything they do, whether it be setting up a new claim, setting a total loss or helping with a complaint , wherever customers need helps is where you will find Multiskilled. The role is split between speaking with customers over the phone in whatever area is required and file handling work, this can vary through the year as claim volumes fluctuate.

The Bodily Injury department deals with represented and unrepresented Third-Party injury claims. Bodily Injury handlers investigate who is at fault for a collision, before dealing with the injury and repair aspect of the claim on fault and partially fault claims. Through investigations, Bodily Injury handlers are required to speak to Customers, Witnesses, Third Party Solicitors, Investigators, Police and Solicitors and indeed anyone else who may be able to assist in their decision-making process. Bodily Injury handlers will also be required to review the claimant’s medical evidence and value the claim before negotiating settlement.

The TPD (Third Party Damage) department deals with claims presented from Third party insurers, brokers, and property damage claims direct from third parties. The focus of the department is to settle claims efficiently, by establishing indemnity and liability. Delivering excellent customer service and controlling claims cost are the key priorities.

Third Party Hire deal with claims presented by Credit Hire Organisations, relating to third parties who hire a vehicle after an incident with one of our customers on a credit basis. The focus of our department is to ensure that we create a great customer journey through reviewing indemnity and liability at the earliest opportunity, making accurate and informed decisions. As well as creating a great customer journey we aim to control spend through effective claims handling and negotiation of the third-party hire claim leading to swift and efficient settlement of the claim.

The Assistance department will contact a Third Party and offer services of repairs and mobility (e.g. replacement vehicle) to assist them following an accident. The objective is to reduce Third Party spend whilst delivering excellent customer service.