Claims Complaints Handler

JR United Kingdom; Newcastle upon Tyne; Remote; GBP 25,000 - 35,000; Full time

Job summary

A fast-growing Insurtech company seeks a Claims Complaints Handler in Newcastle upon Tyne. This remote role focuses on resolving customer complaints in motor and property insurance claims, demanding strong analytical and communication skills. Benefits include health insurance, industry qualifications, and flexible work arrangements.

Benefits

Generous health-insurance package

Industry qualifications paid by the company

Flexible remote work

Quality home office setup

Qualifications

• Proven experience in handling complaints, preferably in the insurance industry.
• Strong understanding of motor and property insurance claims.
• Ability to work under pressure and meet tight deadlines.

Responsibilities

• Handling customer complaints regarding motor and property insurance claims.
• Investigating complaints by reviewing relevant documents.
• Conducting root cause analysis to identify trends and underlying issues.

Skills

Communication

Analytical Thinking

Detail-oriented

Problem Solving

Job description

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Claims Complaints Handler, Newcastle-upon-Tyne, Tyne and Wear

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Client:

Location:

Newcastle-upon-Tyne, Tyne and Wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

My client is a rapidly growing Insurtech company, backed by leading venture capital, focused on revolutionising claims processing through cutting-edge AI and automation. Founded by industry veterans, they are committed to bringing efficiency and simplicity to the insurance sector.

The Complaints Handler will play a critical role in managing and resolving a portfolio of customer complaints, conducting root cause analysis, and reporting to provide actionable insights to business teams. The role involves liaising with the Financial Ombudsman Service as needed. It focuses on complaints related to motor and property insurance claims, ensuring fair treatment of customers and safeguarding the company from regulatory, financial, and reputational risks.

Required Experience

• Proven experience in handling complaints, preferably in the insurance industry
• Familiarity with regulatory requirements and compliance in the insurance industry
• Strong understanding of motor and property insurance claims
• Exceptional communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to work under pressure and meet tight deadlines
• Attention to detail and high level of accuracy
• Proficiency in using relevant software and technology

Responsibilities include:

• Handling customer complaints regarding motor and property insurance claims, ensuring timely and professional communication
• Investigating complaints by reviewing relevant documents, policies, and claim details
• Liaising with internal departments such as claims, product development, Quality Assurance, and Compliance to resolve complaints effectively
• Conducting thorough investigations into complaints, reviewing claim files, policies, correspondence, and relevant materials
• Communicating with customers and involved parties to understand concerns and provide updates
• Ensuring all complaints are addressed promptly and in compliance with regulatory requirements
• Conducting root cause analysis to identify trends and underlying issues, reporting findings for actionable insights
• Collaborating with teams to improve processes, enhance customer satisfaction, and protect the company's reputation

Benefits include a generous health-insurance package, industry qualifications paid by the company (after a qualifying period), flexible remote work to support work-life balance, and a quality home office setup.

This is a fully remote role with a requirement to be predominantly based in the UK.