Customer Claims Handler - FNOL

Aioi Nissay Dowa Europe Limited; Newcastle upon Tyne; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

26 Days annual leave

5% discretionary annual bonus

Private medical insurance

Life assurance 3x annual salary

Wellbeing and health benefits

Pension advisory service

Job summary

Aioi Nissay Dowa Europe Limited is seeking an FNOL Customer Claims Handler in Newcastle with hybrid working. The role focuses on guiding customers through motor claims from FNOL to settlement, delivering empathetic support and clear communication during a stressful time.

The ideal candidate has strong customer service experience, knowledge of motor claims, and understanding of FCA regulation to ensure compliant, efficient handling and a positive customer experience.

Qualifications

• Demonstratable knowledge of motor claims (Indemnity, Liability, Accident Management).
• Proven experience within a customer-facing motor claims role.
• Understanding of FCA regulatory regime, FOS ethos and TCF initiatives.

Responsibilities

• Support customers when reporting accidents, establish liability and ensure claims services.
• Handle claims in line with authority levels, guidelines, procedures, and culture.
• Ensure claims are settled quickly and cost effectively.
• Ensure claims handling aligns with policy and provides excellent customer experience.
• Make investigations and decisions on liability and quantum, flag potential fraud and indemnity concerns.
• Move claims toward settlement and reduce failure demand.

Skills

Motor claims knowledge

Customer service

Negotiation

Workload planning

Numerical reasoning

Communication

MS Word

MS Excel

Tools

MS Word

MS Excel

Job description

Overview

We are looking for an FNOL Customer Claims Handler to join us within our Claims function within Newcastle. The role is HYBRID WORKING- 37.5 hrs. (Monday-Friday). At AND-E, we’re not just handling claims — we’re helping people through one of the most stressful moments in their lives. If you’re empathetic, a great listener, and passionate about delivering outstanding customer care, this is your chance to make every conversation count. You’ll be the reassuring voice our customers rely on during a challenging time, guiding them through their motor claim from start to finish with care, empathy, and professionalism. From the first notice of loss (FNOL) to resolving queries about repairs or vehicle loss, you’ll make every interaction clear, supportive, and efficient. We’re looking for great listeners and problem solvers who can ask the right questions, make sound decisions, and explain complex situations in a way that’s easy to understand. If you have strong customer service experience and a passion for helping people through difficult moments, you’ll fit right in at AND-E.

Responsibilities

• Utilise your claims knowledge and customer service skills to support our customers when reporting their accident, establish liability, and ensure the appropriate claims services are provided.
• Use demonstratable claims experience and knowledge to handle claims in line with agreed authority levels, handling guidelines, procedures, claims strategy and culture.
• Ensure claims are settled quickly and cost effectively.
• Ensure customer solutions are delivered in line with the policy of insurance and claims handling processes to provide an excellent claims customer experience.
• Make necessary investigations and decisions on liability and quantum, identifying possible fraudulent cases, highlighting indemnity concerns, and corroborating circumstances to make accurate liability assessments at the earliest possible stage.
• Strive for first call resolution and take ownership of issues; take personal ownership, follow through on promises and keep the customer informed until issues are resolved.
  Support development and delivery of the Claims strategy and vision.
• Use claims experience and knowledge of principles of negligence to negotiate with other organisations to achieve the optimum claims settlement in terms of liability and costs.
• Do all that you can to move claim toward settlement and reduce failure demand.

Knowledge, Experience and Qualifications

** Claims experience is preferrable though extensive customer service experience in a similar setting is needed **

• Demonstratable knowledge of motor claims (Indemnity, Liability, Accident Management).
• Proven experience within a Customer facing motor claims role.
• Understanding of the FCA regulatory regime, FOS ethos and TCF initiatives.
• Ability to plan and organise own workload.
• Sound negotiation and influencing skills.
• Good level of both verbal and numerical reasoning, analytical, objective, solves problems by developing and applying solutions.
• Proficient in using IT word processing and spreadsheet packages.
• Understanding of the principles of negligence and how this applies to motor accident liability.
• Dealing with customers and third parties in a high emotional state when often having to deliver ‘bad’ 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

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.

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.