Hybrid FNOL Claims Handler - Empathetic, Clear Resolutions

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

Healix Private Medical Insurance

3 x Annual Salary Life Assurance

Wellbeing and financial support

Pension advisory service

Cycle scheme

Wagestream

Job summary

Aioi Nissay Dowa Europe Limited in Newcastle is seeking an FNOL Customer Claims Handler to join our Claims function. The role is hybrid, 37.5 hours, Monday to Friday, and focuses on guiding customers through the motor claims journey with empathy and clarity.

You will apply motor claims knowledge, assess liability and seek efficient resolutions, delivering a supportive and informative experience for customers in stressful situations.

Qualifications

• Claims knowledge in motor insurance including indemnity, liability, accident management.
• Proven experience in a customer-facing motor claims role.
• Understanding FCA regulatory regime, FOS ethos and TCF initiatives.
• Ability to plan and organise own workload.
• Sound negotiation and influencing skills.
• Strong verbal and numerical reasoning, analytical.
• Proficient with IT word processing and spreadsheets.
• Understanding of negligence principles in motor liability.
• Experience dealing with customers and third parties in high-emotional states.

Responsibilities

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

Skills

Claims knowledge

Customer service

Negotiation

Analytical thinking

Organisational skills

Communication skills

Tools

Word processing

Spreadsheets

Job description

Aioi Nissay Dowa Europe Limited in Newcastle is seeking an FNOL Customer Claims Handler to join our Claims function. The role is hybrid, 37.5 hours, Monday to Friday, and focuses on guiding customers through the motor claims journey with empathy and clarity.

You will apply motor claims knowledge, assess liability and seek efficient resolutions, delivering a supportive and informative experience for customers in stressful situations.