Customer Claims Handler - AD

Aioi Nissay Dowa Europe Limited; Newcastle upon Tyne; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading insurance provider is seeking a Customer Claims Handler in Newcastle upon Tyne. In this role, you'll support customers through their claims journey, ensuring a fast and effective claims process. You will need strong knowledge of motor claims, excellent negotiation skills, and the ability to manage sensitive conversations. This position offers a hybrid working model, competitive salary, and an attractive benefits package including annual leave and health insurance options.

Benefits

25 Days annual leave

5% Discretionary Annual Bonus

Private Medical Insurance Options

Life Assurance

Health and wellbeing benefits

Qualifications

• Strong knowledge of motor claims including indemnity and accident management.
• Proven experience in a customer-facing motor claims role.
• Understanding of FCA regulations and Treating Customers Fairly (TCF) initiatives.

Responsibilities

• Manage customer queries and provide support through the claims process.
• Ensure claims are settled quickly and effectively.
• Conduct investigations and assess liability and quantum.

Skills

Strong knowledge of motor claims

Proven experience in customer-facing role

Excellent planning and organization skills

Confident negotiator

Strong verbal and numerical reasoning

Tools

IT proficiency

Job description

Overview

We’re growing our team and looking for enthusiastic Customer Claims Handlers – AD to join us!

Hybrid working | 37.5 hrs (Mon–Fri)

In this role, you’ll be the reassuring voice our customers rely on when dealing with the repair or loss of their vehicle. You’ll manage customer queries with confidence and empathy, guiding them through the accident and repair journey while keeping everything running smoothly behind the scenes.

As part of our proactive accident and network management team, you’ll help ensure each customer’s repair experience is fast, efficient, and cost‑effective—reducing repeat enquiries and making every interaction count.

If you’re customer‑focused, highly organised, and ready to make a meaningful impact, we’d love to hear from you!

Responsibilities

• Utilise demonstratable claims experience and knowledge to handle claims in line with agreed authority levels, handling guidelines, procedures, claims strategy and culture.
• Ensure claims are settled quickly and cost effectively.
• Ensure customer solutions are delivered in line with the policy of insurance and claims handling processes to provide an excellent claims customer experience.
• Make necessary investigations and decisions on liability and quantum, identifying possible fraudulent cases, highlighting indemnity concerns, andating circumstances to make accurate liability assessments at the earliest possible stage.
• Strive for first call resolution and take ownership of issues; take personal ownership, follow through on promises and keep the customer informed until issues are resolved.
• Support development and delivery of the Claims strategy and vision.
• Use claims experience and knowledge of principles of negligence to negotiate with other organisations to achieve the optimum claims settlement in terms of liability and costs.
• Do all that you can to move claim toward settlement and reduce failure demand.

Knowledge, Experience and Qualifications

• Strong knowledge of motor claims, including indemnity, liability, and accident management.
• Proven experience in a customer‑facing motor claims role.
• Understanding of FCA regulations, FOS principles, and Treating Customers Fairly (TCF) initiatives.
• Excellent planning, organisation, and problem‑solving skills, with strong verbal and numerical reasoning.
• Confident negotiator with the ability to influence outcomes effectively.
• Proficient in IT, including word processing and spreadsheets.
• Knowledge of negligence principles and their application to motor accident liability.
• Ability to manage sensitive conversations with customers and third parties, often delivering difficult news with professionalism and empathy.

Why Join Us?

We're all about helping you grow, with plenty of support to develop in your current role whilst also creating opportunities to explore new ones and advance your career.

We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND‑E:

• Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.
• Unmatched Work‑Life Balance.
• Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.

We champion choice, flexibility, and balance in both work and home life. Our commitment to diversity, equity, and inclusion ensures everyone feels valued and supported — including embracing neurodiversity and providing the tools needed to thrive.

We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle.

We offer:

• Up to 25 Days annual leave with the option to buy/sell up to 5 days holiday*
• 5% Discretionary Annual Bonus*
• Healix Private Medical Insurance Options*
• 3 x Annual Salary Life Assurance*
• A range of health, wellbeing, and financial support benefits, including money back on health expenses, Employee Assistance Programme, Flu Jab voucher, Virtual GP service, and driving lessons* for you and your family.
• Additional perks such as a pension advisory service, family‑friendly policies, season ticket loan*, cycle scheme*, and financial flexibility through Wagestream*.

* Subject to company performance and completion of probation

Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).

At AND-E, equal opportunity is more than a policy—it’s a promise. We welcome applications from all individuals regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sexual orientation, or any other protected characteristic.

Reasonable adjustments: If you require any adjustments to support you during our recruitment process, please let us know. We’re committed to making the process accessible and are happy to help.