Complaints Handler-Customer Claims

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive. Since 2016, we have been on a mission to change that by offering the lowest priced insurance for good drivers.

From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We've sold tens of millions of policies and raised over $200 million in funding and picked up numerous awards, including the Insurance Claims Team Of The Year 2024 as awarded at The Insurance Post's Claims & Fraud Awards. And we’re only just getting started.

That’s where you come in...

As our Complaints Handler you will be working closely with our claims team and responsible for managing and resolving customer complaints related to claims in a timely, professional, and empathetic manner. This role is pivotal in maintaining customer trust and ensuring compliance with industry standards, contributing to the overall reputation and efficiency of the claims department.

What you will be working on

• You will investigate customer claims complaints by reviewing case details, claims history, and relevant documentation.
• You will provide clear, fair, and appropriate resolutions in line with company policies and regulatory guidelines.
• Maintain regular, clear, and empathetic communication with complainants, ensuring they are kept informed of progress.
• You will produce written communication with precision, professionalism, empathy and adherence to legal and regulatory standards.
• Demonstrate thorough knowledge of complaints rules and internal and industry requirements for handling and reporting complaints.
• You will maintain control of workload through actively monitoring and updating applicable systems and maintaining internal/external customer contact where required.
• Liaise with internal teams, such as underwriting, wider claims team, or legal, to gather information.
• Act as a voice for the customer, you will actively engage in improving the customer experience through participation in feedback sessions and process improvement discussions.

What you will need to be successful

• Experience in Complaint handling, gained through a Claims Handler role, demonstrating an ability to handle difficult conversations.
• Exceptional verbal and written communication skills, ability to explain complex issues in simple terms.
• Understanding of insurance policies, claims processes, and terminology.
• Awareness of consumer rights and ombudsman schemes.
• Analytical mindset to investigate complaints and determine appropriate resolutions.
• Ability to identify bottlenecks, inefficiencies, or pain points in current processes
• Collaborative attitude to work with other departments for efficient complaint resolution.

How we work

We believe that teams work better when they have time to collaborate and space to get things done. We call it Zego Hybrid.

Our hybrid way of working is unique. We don't mandate fixed office days. Instead, we foster a flexible approach that empowers every Zegon to perform at their best. We ask you to spend at least one day a week in our London office. You have the flexibility to choose the day that works best for you and your team. We cover the costs for all company-wide events (3 per year), and also provide a separate hybrid contribution to help pay towards other travel costs.

We think it’s a good mix of collaborative face time and flexible home-working, setting us up to achieve the right balance between work and life.

Benefits

We reward our people well. Join us and you’ll get a market-competitive salary, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits. And that’s just for starters.

We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.