FNOL Claims Handler

Zego; Halifax; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Market-competitive salary

Annual performance bonus

Share options

Private medical insurance

Pension

Generous holiday

£1,000 a year for commuting/learning

Cutting-edge systems and tools

Job summary

Zego is hiring for a First Notification of Loss role within its UK team. You will handle FNOL queries by phone, email and live chat with empathy and accuracy, ensuring first-contact detail capture and proper routing through the claims journey.

You will work within a hybrid model, 37.5 hours a week, with shifts 8am–6pm, five days a week (one weekend per month). You will use AI daily to support rapid, accurate responses and data entry, collaborating with the broader Claims team.

Qualifications

• Call centre experience in a fast-paced environment.
• Ability to communicate with clarity and warmth under pressure.
• Attention to detail and strong fact-finding.

Responsibilities

• Handle First Notification of Loss queries by phone, email and live chat with empathy and efficiency.
• Capture all relevant claim details at first contact.
• Triage customers and route them to the right next step in the claims journey.
• Keep records accurate in claims management systems.
• Collaborate with claims team and supply chain partners to progress claims from the first touchpoint.

Skills

Call centre experience

Empathy under pressure

Eye for detail

Prioritisation at volume

Shift availability

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.

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

First Notification of Loss is the first thing a customer experiences after an accident, and it sets the tone for everything that follows. In 18 months, every Zego customer reporting a loss will get an accurate, empathetic first contact and be routed to the right next step first time. You are the reason claims start clean, so the rest of the journey runs smoothly.

What you will be doing

• Handle First Notification of Loss queries by phone, email and live chat with empathy, accuracy and efficiency.
• Capture every relevant claim detail correctly at first contact, so nothing has to be chased again later.
• Triage customers and route them to the right next step in their claims journey.
• Leave customers feeling heard, supported and informed at a genuinely difficult moment.
• Keep records in our claims management systems accurate, protecting data quality at every stage.
• Work with the wider Claims team and supply chain partners so claims progress smoothly from the very first touchpoint.

What you will need to be successful

• Call centre experience. You have worked in a call centre and in a fast paced environment. Insurance experience is not required.
• Empathy under pressure. You communicate with clarity and warmth, especially when customers are in distress.
• An eye for detail. You get the facts right and build rapport quickly over the phone.
• Prioritisation at volume. You can multitask, set priorities and manage your time in a high volume contact centre.
• Shift availability. 37.5 hours a week, five days out of seven, on shifts between 8am and 6pm Monday to Sunday. That normally means one weekend a month.
• 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 central London office 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.