Technical Claims Handler - Personal Injury

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The Claims Team

We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.

Working in a startup means that you have to be adaptable and excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. Please note, due to the nature of this role, some ‘out of hours’ work may be required.

Role Description

We are seeking an exceptional candidate to join us as a Personal Injury Claims Handler and contribute to the expansion of our in-house capabilities in claims processing. In this role, you will have the opportunity to be involved in various aspects of our claims journey. Initially, your responsibilities will include making liability decisions, processing payments, and managing the progression of each claim.

Your expertise will be crucial in handling claims related to Personal Injury (via OIC, MOJ, and PAP) and associated Litigation. It will be important for you to identify potential fraud, large loss, and credit hire exposure, and report them to the appropriate team. 

What you’ll be doing

• Politely and calmly dealing with escalated customer queries, always enabling the best outcome for both the customer and Marshmallow

• You will have your own caseload in support of achieving team targets

• Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers. Adherence to our vulnerable customer and data protection standards is vital

• Effectively meeting SLAs and achieving targets set by senior members of the team

• Managing existing claims and ensuring we are mitigating risks within the claims team, assessing risk and proactively referring to large loss, fraud, credit hire and senior team members where necessary

• Managing suppliers and ensuring they are proactively settling cases in Marshmallow’s best interest and challenging decisions made where appropriate

• Proactively spotting patterns so we can change processes or adopt new strategies

• Raising payments within required time frames and ensuring all information is accurate

• Instructing suppliers and dealing with any in-house portal work. 

Who you are

• You’re someone who enjoys the challenge of understanding complex situations and making sense of them

• Naturally empathetic, you know how important it is to deliver exceptional customer service

• You have a great eye for detail

• You can make decisions quickly and know when to refer for a second opinion

• You are a quick learner and embrace change

• You are a self-starter who likes to take ownership but is also able to thrive in a team while ensuring quality output

• You always seek ways to improve processes

• You’re able to see the bigger picture and support any aspect of the team to achieve our larger goals

What we're looking for from you

• 2-3 years of relevant experience in the third party motor claims space

• Experience dealing with liability and quantum disputes across the OIC, MOJ and PAP 

• You’ve seen first hand what it’s like to be part of a fast-growing team and are open to the challenge of developing new teams in a new and exciting team

• A desire to further develop your skills in training, coaching and process improvement

• Experience working towards and achieving KPIs and SLAs

Perks of the job

• Hybrid working - Spend 1 day per fortnight with your team in our new collaborative London office, the rest is up to you!

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓

• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥

• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)

• Tech scheme - Get the latest tech for less 🖥

Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process

We break it up into a few stages:

• Initial call with a member of our Talent Acquisition team (30 mins)

• An interview with two members of the Claims team, to discuss your experience and the working environment at Marshmallow (1 hour)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.