Customer Claims Handler

Zego; Halifax; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Market-competitive salary

Annual performance bonus

Share options

Private medical insurance

Pension

Learning budget

Cutting-edge tools

Hybrid work model

Job summary

Zego in the United Kingdom is hiring a Motor Claims Handler to settle motor claims from initial assessment through to settlement. You will determine liability, control costs and respond quickly to customers in a fast-paced environment.

You will assess evidence such as dash cam footage and police reports, negotiate with insurers and solicitors, and use AI-driven tools to detect fraud and improve outcomes. The role is hybrid with offices in London Halifax.

Qualifications

• Previous insurance claims experience, ideally motor insurance.
• Experience in fast-paced customer service environments, e.g., call centres.
• Comfortable communicating with customers via phone and live chat.
• Strong attention to detail and ability to spot inconsistencies.
• Ability to multitask, set priorities and manage time effectively.
• A curious, proactive attitude to using AI to improve outcomes.

Responsibilities

• Settle a portfolio of motor claims through to final resolution with accurate liability assessment.
• Assess recovery and total loss claims using dash cam footage, statements and reports.
• Negotiate with insurers, solicitors and credit hire companies to manage costs.
• Resolve disputes over settlements with data-backed explanations.
• Issue settlements for repairs, medical bills and vehicles when finalised.
• Detect fraud indicators by cross-referencing claim details with industry databases.
• Keep systems and files up to date and route customers to the right supplier.

Skills

Claims experience

Fast-paced customer service

Phone and live chat

Attention to detail

Prioritisation

AI-first mindset

Job description

About Zego

At Zego, we're on a mission to do the good thing, not the insurance thing.

Insurance hasn't changed much in over a century. The way we live, work and travel has. We're building the real-time, AI-driven infrastructure that powers innovative insurance, so good drivers get cover that works the way they actually drive.

We're not just updating insurance; We're leading the AI evolution in insurance

For us, AI isn't a line on a roadmap or a buzzword on a slide. It's our operating reality, and it's how we build products that back drivers instead of the old insurance playbook.

We don't do things slowly, and we don't do bureaucracy. We back high-performance builders who want ownership, early responsibility and the chance to do the most career-defining work of their lives. You'll get the space to try things, the tools to move fast, and the room to see your ideas reach millions of drivers.

Do not take our word for it. Read what Zegons say about us on Glassdoor.

If you're ready to build the future of insurance, we're hiring.

Purpose of the role

A motor claim usually lands on a customer's worst day. In 18 months, Zego customers in that position will get a clear, fair outcome quickly, because you own their claim from first assessment through to settlement. Liability decisions will be accurate, costs controlled, and fraud caught early.

What you will be doing

• Settle a portfolio of motor claims through to final resolution, with accurate liability assessment and proactive cost control.

• Assess recovery and total loss claims using the evidence available, including dash cam footage, witness statements and police reports.

• Negotiate with other insurers, solicitors and credit hire companies to manage costs and settle losses.

• Resolve disagreements over settlement figures and liability decisions with patience and data backed explanations.

• Issue settlements for repairs, medical bills and vehicles once a claim is finalised.

• Catch fraud early by investigating indicators and cross-referencing claim details against industry databases.

• Keep internal systems and customer files up to date, respond promptly to customer queries, and route customers to the right supplier.

What you will need to be successful

• Claims experience. Previous insurance claims experience, ideally within motor insurance.

• Fast paced customer service. You have worked in a fast paced customer service environment, ideally a call centre.

• Comfortable on phone and live chat. You are happy speaking to customers directly, in both channels.

• An eye for detail. You notice what does not add up, and you build rapport easily.

• Prioritisation. You can multitask, set priorities and manage your time effectively.

• You work AI-first. You will use AI daily here, and we mean daily. You do not need to arrive an expert, but you do need to arrive curious, experiment fast, and take ownership of getting good quickly. People who wait to be trained will find this uncomfortable.

The Zego ways of working

Teams work better with time to collaborate and space to get things done. We call it Zego Hybrid: some of us are in our office (central London or Halifax) weekly, others monthly or quarterly. It's about finding the balance between face time and focus that produces great work and a healthy life around it.

We also make a point of getting everyone in the same room. Teams come together every quarter, and once a year the whole company does, properly. It's a serious investment and consistently one of the best parts of the year.

Here is what the last one looked like.

Benefits

Market-competitive salary, benchmarked against your function and reviewed every year

Annual performance bonus, linked to company performance and your contribution

Share options, a real stake in the company and a share in the future you build

Private medical insurance, for you and your family

Pension, generous holiday, and £1,000 a year to spend on getting to the office or learning something new

Cutting-edge systems and tools, so you always have what you need to drive your impact

Ready to do the most impactful work of your career? We want to hear from you.

Zego, leading the AI evolution in insurance.

Equal opportunities

We're an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.

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