Customer Claims Handler - Accidental Damage

Aioi Nissay Dowa Europe Limited; Newcastle upon Tyne; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Annual leave (up to 26 days)

Discretionary annual bonus

Private medical insurance options

Life assurance (3x annual salary)

Wellbeing and support benefits

Job summary

Aioi Nissay Dowa Europe Limited is recruiting a Claims Handler for Accidental Damage on a hybrid basis (37.5 hours, Monday–Friday). You will own claims from start to finish, handle queries related to repairs or loss, and progress each file toward settlement with a customer-centric approach.

The role requires strong motor claims expertise, solid negotiation and analytical skills, and the ability to work within FCA/TCF guidelines.

Qualifications

• Proven experience in a customer-facing motor claims role.
• Knowledge of indemnity, liability and accident management.
• Familiarity with FCA requirements, FOS principles and Treating Customers Fairly.

Responsibilities

• Own and manage claims end-to-end within authority levels and processes.
• Deliver a fast, simple and human claims journey while keeping customers informed.
• Progress claims to settlement, minimise delays and avoid failure demand.

Skills

Motor claims experience

Indemnity and liability

FCA requirements / FOS / TCF

Negotiation

Analytical thinking

Time management

Customer service excellence

Tools

Microsoft Word

Microsoft Excel

Claims systems

Job description

Overview

Claims Handler – Accidental Damage - HYBRID WORKING | 37.5 hours (Monday–Friday)

We’re looking for an experienced Claims Handler to join our Accidental Damage team and play a key role in delivering a fast, simple and human claims experience for our customers.

You’ll take full ownership of your customers’ claims from start to finish, managing queries relating to the repair or loss of their vehicle and proactively progressing each claim.

Working closely with customers, repairers and network partners, you’ll keep claims moving, resolve issues quickly and minimise unnecessary contact and failure demand. You’ll also help ensure every claim is managed efficiently, accurately and with the customer at the heart of every decision.

Responsibilities

• Own and manage claims end-to-end, using your claims experience and knowledge to handle files within agreed authority levels, guidelines and processes.
• Deliver a fast, simple and human claims journey, keeping customers informed and ensuring solutions are aligned with their policy and needs.
• Progress claims quickly and cost-effectively, taking proactive action to move each claim towards settlement and minimise delays and failure demand.
• Make accurate claims decisions, investigating liability and quantum, identifying potential fraud or indemnity concerns and assessing circumstances at the earliest opportunity.
• Take personal ownership of customer issues, aiming for first-contact resolution, following through on commitments and keeping customers updated until matters are resolved.
• Use your claims knowledge to negotiate effectively, working with third parties and organisations to achieve the best outcome for the customer and the business.
• Contribute to the wider Claims strategy and culture, supporting continuous improvement and delivering consistently high standards of service.

Knowledge, Experience and Qualifications

• Proven experience in a customer-facing motor claims role, with a strong understanding of indemnity, liability and accident management.
• Knowledge of motor claims principles, including negligence and how this applies to accident liability and claims decisions.
• Understanding of FCA requirements, FOS principles and Treating Customers Fairly (TCF), with a focus on delivering fair and appropriate customer outcomes.
• Strong organisational and time-management skills, with the ability to manage and prioritise your own workload while maintaining full file ownership.
• Confident negotiation and influencing skills, with the ability to achieve effective outcomes with customers, third parties and suppliers.
• Strong analytical and problem-solving skills, with good verbal and numerical reasoning and the ability to make sound, objective decisions.
• Good IT skills, including confidence using Microsoft Word, Excel and other claims systems.
• Excellent communication and resilience, with the ability to support customers and third parties who may be distressed or experiencing heightened emotions, including when delivering difficult or unwelcome news.

Why Join Us?

We're all about helping you grow, with plenty of support to develop in your current role whilst also creating opportunities to explore new ones and advance your career.

We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND-E:

• Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.
• Unmatched Work-Life Balance.
• Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.

We champion choice, flexibility, and balance in both work and home life. Our commitment to diversity, equity, and inclusion ensures everyone feels valued and supported — including embracing neurodiversity and providing the tools needed to thrive.

We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle.

We offer:

• Up to 26 Days annual leave with the option to buy/sell up to 5 days holiday*
• 5% Discretionary Annual Bonus*
• Healix Private Medical Insurance Options*
• 3 x Annual Salary Life Assurance*
• A range of health, wellbeing, and financial support benefits, including money back on health expenses, Employee Assistance Programme, Flu Jab voucher, Virtual GP service, and driving lessons* for you and your family.
• Additional perks such as a pension advisory service, family-friendly policies, season ticket loan*, cycle scheme*, and financial flexibility through Wagestream*.

* Subject to company performance and completion of probation

Reasonable adjustments:

If you require any adjustments to support you during our recruitment process, please let us know. We’re committed to making the process accessible and are happy to help.

Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).

At AND-E, equal opportunity is more than a policy—it’s a promise. We welcome applications from all individuals regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sexual orientation, or any other protected characteristic.