Customer Claims Handler

Zego; Halifax; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Market-competitive salary

Annual performance bonus

Share options

Private medical insurance

Pension, generous holiday

Office/learning budget and tools

Job summary

Zego is leading the AI evolution in insurance and is seeking an experienced motor claims handler to own claims from first assessment to settlement. You will settle a portfolio with accurate liability decisions, while controlling costs and catching fraud early, using AI daily to support decisions.

This role involves speaking with customers via phone and live chat, collaborating with insurers and solicitors, and maintaining updated files in a fast-paced environment across the UK and Europe.

Qualifications

• Experience in handling motor insurance claims.
• Ability to work in fast-paced customer service environment.
• Comfortable communicating with customers via phone and live chat.
• Strong eye for detail and ability to spot inconsistencies.
• Ability to multitask, prioritise and manage time effectively.
• Daily use of AI tools to assist workflow and decision making.

Responsibilities

• Settle a portfolio of motor claims through to final resolution with accurate liability assessment and cost control.
• Assess recovery and total loss claims using evidence like dash cam footage and police reports.
• Negotiate with other insurers, solicitors and credit hire companies to manage costs and settlements.
• Resolve disagreements on settlements with data-backed explanations.
• Issue settlements for repairs, medical bills and vehicles when a claim is finalised.
• Investigate fraud indicators and cross-reference claim details with industry databases.
• Maintain up-to-date customer files and respond promptly to queries.

Skills

Claims experience

Fast-paced CS

Phone & chat

Attention to detail

Prioritisation

AI-first

Job description

Insurance hasn't changed much in over a century. The way we live, work and travel has.

Good drivers are the entire point of Zego. Seven in 10 drivers on the road are consistently good, but until telematics came along there was no way to prove it, so nearly everyone paid a price based on averages. Zego is the company built to change that.

At Zego, we're leading the AI evolution in insurance.

We move fast, without the layers that usually slow things down. AI takes the routine work off every team, from Finance to Product to Marketing, so people ship real code and launch custom dashboards in minutes. Engineering commits are entirely AI-assisted, which shifts the focus from team size to the quality of your thinking, and our data warehouse connects directly to an AI assistant for instant answers. Backed by a modern tech stack (Claude Code, Snowflake, Figma and Zapier) and a commitment to adopting new tools in days rather than quarters, you get complete ownership to do the most impactful work of your career.

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
  

What it's like to work at Zego

At Zego, we operate like a high-performing sports team. We come together as one, driven by ambition, backed by real support, and united by a shared mission to win.

Working here means having the backing, the coaching, and an inclusive community of Zegons across the UK and Europe who celebrate your wins and raise your game. It also means holding ourselves to high standards{{:}} moving with urgency, taking complete ownership, and embracing honest feedback that helps us continuously learn and evolve.

This is your opportunity for a career-defining experience, and one you will own.

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

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 central London office weekly, others monthly or quarterly. It is 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 is a serious investment and consistently one of the best parts of the year. Here is what the last one looked like.

• 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

Zego, leading the AI evolution in insurance.

There's more to Zego than just a job. Check out our blog for insights, stories and more.

We were also named Best Insurance Company 2025.

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.