FNOL Motor Claims Handler – Empathetic, Fast, Hybrid

Aioi Nissay Dowa Europe; Forest Hall; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Life assurance 3x salary

Pension advisory service

Cycle scheme

Job summary

Aioi Nissay Dowa Europe is seeking an FNOL Customer Claims Handler to join our Newcastle-based Claims function. The role supports customers from first notice of loss to resolution, with hybrid working of 37.5 hours a week, Monday to Friday.

You will use claims knowledge and strong customer service to guide motor claims through investigation, liability assessment, and settlement, while maintaining empathy and clear communication with customers during stressful moments.

Qualifications

• 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.

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.

Skills

Motor claims knowledge

Customer service experience

Negotiation skills

Analytical thinking

Numerical reasoning

MS Word / MS Excel

Tools

Microsoft Word

Microsoft Excel

Job description

Aioi Nissay Dowa Europe is seeking an FNOL Customer Claims Handler to join our Newcastle-based Claims function. The role supports customers from first notice of loss to resolution, with hybrid working of 37.5 hours a week, Monday to Friday.

You will use claims knowledge and strong customer service to guide motor claims through investigation, liability assessment, and settlement, while maintaining empathy and clear communication with customers during stressful moments.