FNOL Customer Claims Handler

Aioi Nissay Dowa Europe; Wallsend; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

26 days annual leave

Discretionary annual bonus (5%)

Private medical insurance

Life cover 3x annual salary

Health & wellbeing benefits

Pension advisory service

Job summary

AND-E is seeking a dedicated FNOL Customer Claims Handler to join our Newcastle-based hybridClaims team. You will guide customers from initial report through settlement, using empathy and clear communication to ease stressful moments.

With strong claims knowledge and customer service experience, you will assess liability, ensure timely resolutions, and support claims strategy while handling sensitive motor claim scenarios.

Qualifications

• Experience in first-notice-of-loss handling and motor claims.
• Strong customer-service background with empathy under pressure.
• Ability to gather facts, assess liability and explain decisions clearly.

Responsibilities

• Assist customers reporting accidents, establish liability and route to appropriate services.
• Handle claims within authority, following guidelines and strategy to achieve efficient settlements.
• Aim for first-call resolution and keep customers informed throughout the process.
• Investigate liability/quanta, identify potential fraud, and support settlement decisions.
• Contribute to development and delivery of the Claims strategy and vision.
• Negotiate with third parties to optimise liability and costs.

Skills

FNOL

Motor claims

Customer service

Negotiation

Analytical

Tools

MS Word

Excel

CRM systems

Job description

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.
• 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.
• 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:

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 .