Multi-Track Personal Injury Handler (Motor Claims) London, England
Job description
Our mission
Definitely not a sweet shop.
We're the tech company making insurance more accessible and more affordable for as many people as possible.
We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while being rated excellent on Trustpilot. But we’re just getting started.
Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries
If you're looking for a challenge, our next chapter is set to be an exciting one
How we work
We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.
Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog!
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 start-up 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.
The Large Loss Team
Our Large Loss Specialists manage a portfolio of some of Marshmallow’s highest value and complex large loss claims.
The team deals with claims involving complex injuries, consisting in brain ,spinal cord, psychiatric, fractures, nerve damage, pain cases amongst others.
They are relied on to provide technical advice and some guidance to improve claims handling capability, control and consistency in the claim team and wider claims functions, ensuring that we always deliver fair outcomes and excellent claims service.
What you’ll be doing
Handling a portfolio of complex and high value Motor Claims in a proactive and collaborative manner. The work includes pre and post litigation cases valued up to £250k
Investigating and resolving claims to provide excellent claims handling service with minimal leakages
Managing claim disputes and other material claims issues to resolve and settling claims in a timely manner and on economic basis
Identifying and investigating coverage issues to ensure that Marshmallow’s liability is in line with its contractual commitments
Maintaining good knowledge of the claims portfolio and providing info to other stakeholders on request, to ensure the effective monitoring of claims to support Claims, Underwriting and Pricing decisions
Reserving accurately and in line with the evidence presented to ensure Marshmallow’s liability is always clear
Acting within set handling authorities as defined by the Large Loss Handling Procedure
Working with our Panel Solicitors utilising a strategic case management approach to resolve claims economically and in a timely manner, to drive down the lifecycle of a claim and keep the legal costs down
Identifying subrogation, contribution and other recovery issues and ensure they are being pursued by the relevant team with success
Ensuring that estimates, billings, and offers are calculated correctly, and that fees and advice are responded within agreed timeframes to ensure that good service is provided
Working closely with our Senior Motor Claims Large Loss Handler and Claims Team Leads to contribute to our Large Loss strategy and roadmap
Keeping up to date with good claims practice and market movements
As this is a new role, responsibilities may shift and develop in time.
Who you are
You are empathetic and understand what it means to go the extra mile to offer the best service possible
Working in a start-up means that you have to be adaptable and excited by the prospect of moving fast
You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do so
You enjoy taking complex issues and explaining them in an easy and understandable way
You're selfless. You enjoy pulling together as a team and supporting your teammates
You're excited about working in a company that really focuses on and believes in the importance of feedback
What we're looking for from you
Proven experience in catastrophic or multi-track / high value and complex Motor Claims handling and exposure to claims valued in excess of £50k in multiple disciplines (Credit Hire, Personal Injury and Costs)
Experience of indemnity, liability, causation and complex medical issues
Comprehensive understanding of Large Loss claim handling processes/procedures, CPR, PPO, MIB Tech disputes gained from previous experience
Good judgement, the ability to process data quickly and to make commercial and risk-based decisions with claims authorities
Curiosity, strong investigative and negotiation skills
Good working knowledge of relevant industry statutes and regulations
Awareness and compliance with regulatory and legislative requirements
Attention to detail, allowing you to notice and monitor trends, patterns, and frequent observations in results
Problem-solving and analytical capabilities to create meaningful strategies to improve the large loss support
The ability to manage complex partnering relationship and stakeholders
The ability to drive excellent teamwork and collaborate within and across teams to achieve shared company objectives and values
A desire to help establish Marshmallow as one of the best in the industry
Ability to share feedback in a constructive yet polite and appropriate manner
Perks of the job
Flexible working - Spend 1 day every fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you. *If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options
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 3 stages:
Initial call with Lotti Cook, our Talent Acquisition Partner (30 mins)
A short written exercise
A skill-based interview where you will discuss your previous experience with two members of the Claims team (1 hour)
A culture interview to check that your work style fits our processes and values (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.
