FNOL Motor Claims Specialist — Empathy & Resolution

Aioi Nissay Dowa Europe; North East; 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 salary

Pension advisory service

Cycle scheme

Wagestream financial flexibility

Job summary

Aioi Nissay Dowa Europe is seeking an FNOL Customer Claims Handler in Newcastle for a hybrid role (37.5 hrs, Mon-Fri). You will guide motor claims from FNOL to resolution with empathy and professionalism, asking the right questions and making informed decisions in high-emotion situations.

This role emphasizes strong customer service experience, claims knowledge, and the ability to deliver clear, supportive outcomes while adhering to regulatory guidelines and internal processes.

Qualifications

• Demonstrable 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 verbal and numerical reasoning, analytical, problem solving.
• Proficient in IT word processing and spreadsheets.
• Understanding of negligence principles in motor liability.
• Experience dealing with customers in high-emotion situations.

Responsibilities

• Support customers when reporting their accident, establish liability, and ensure appropriate claims services.
• Handle claims per authority levels, guidelines, procedures, and strategy.
• Ensure claims are settled quickly and cost effectively.
• Deliver customer solutions aligned with policy and claims handling processes.
• Investigate liability and quantum, identify possible fraud, and corroborate circumstances.
• Strive for first-call resolution and keep the customer informed until resolved.
• Support development and delivery of the Claims strategy and vision.
• Negotiate with other organisations to achieve optimum settlement in liability and costs.
• Move claim toward settlement and reduce failure demand.

Skills

Motor claims knowledge

Customer service

Workload planning

Negotiation

Communication

Numerical reasoning

Education

Experience in motor claims role

Tools

IT skills (word processing, spreadsheets)

Job description

Aioi Nissay Dowa Europe is seeking an FNOL Customer Claims Handler in Newcastle for a hybrid role (37.5 hrs, Mon-Fri). You will guide motor claims from FNOL to resolution with empathy and professionalism, asking the right questions and making informed decisions in high-emotion situations.

This role emphasizes strong customer service experience, claims knowledge, and the ability to deliver clear, supportive outcomes while adhering to regulatory guidelines and internal processes.