Claims Handler

Admiral Group; Cardiff; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading insurance company in Cardiff is seeking a Claims Handler to join their Admiral Business claims team. You will guide customers through the claims process, working closely with partners and ensuring a smooth experience. Ideal candidates will have excellent customer service skills, strong communication abilities, and a keen eye for detail. In return, the company offers a diverse work culture, competitive benefits including 33 days holiday, and opportunities for personal development.

Benefits

33 days holiday including bank holidays

Option to buy or sell annual leave

Potential for free shares after one year of service

Qualifications

• Excellent customer service skills and a passion for helping people.
• Strong written and verbal communication skills.
• Confidence using digital platforms such as policy admin systems.
• A keen eye for detail and a willingness to learn.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Guide customers through the entire claims journey.
• Work closely with partners including brokers and assessors.
• Identify and investigate potential fraud.
• Collect and review evidence for claims decisions.
• Maintain accurate claims records.

Skills

Customer service skills

Communication skills

Digital platform confidence

Attention to detail

Organisational skills

Tools

Claims management tools

MS Office

Job description

Admiral Business sit within the Admiral Group, and are the experts in business insurance, offering SME insurance for tradespeople, professionals, and couriers. They build products and services that put their customers’ first, combining agility with reliability to deliver innovative products and superior customer experience to the under-served SME market across the UK.

About The Role

Join our growing Admiral Business claims team and play a key role in supporting customers when they need us most. As a Claims Handler, you’ll manage claims with expertise and care, ensuring a smooth and positive experience throughout the process. This is an exciting opportunity to be part of a dynamic team within a new and evolving business.

What You’ll Be Doing

• Guiding customers and/or TPAs through the entire claims journey.
• Working closely with our trusted partners, including brokers, lawyers, investigators, and assessors.
• Identifying and investigating potential fraud concerns.
• Collecting and reviewing evidence to support claims decisions.
• Setting reserves and processing payments accurately.
• Maintaining accurate claims records and data.
• Monitoring supplier performance to ensure high standards.
• Responding to queries via email and telephone from customers, partners, and colleagues.
• Suggesting and implementing improvements to enhance our claims processes.
• Taking on varied tasks and adapting to new responsibilities as the business grows.

What We’re Looking For

• The ideal candidate will have:
• Excellent customer service skills and a passion for helping people.
• Strong communication skills, both written and verbal.
• Confidence using digital platforms such as policy admin systems, claims management tools, portals, data platforms, and MS Office.
• A keen eye for detail and a willingness to learn.
• The ability to thrive in a fast‑paced, start‑up environment.
• Strong organisational skills and the confidence to challenge the status quo.

Desirable (but Not Essential)

• Previous experience in claims handling or customer service.
• A proven track record of engaging with customers via phone or online to gather information.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.