Claims Handler - FNOL

Join Our Team as a Customer Service Operative/Claims Handler (Hybrid Role)!

Are you passionate about providing exceptional service to customers and have a keen eye for detail? We're expanding, and we need more team members for our site in Egham, Surrey. This hybrid role requires you to work on-site two days per week once fully trained.

At 4th Dimension Innovation Ltd, we're seeking individuals who enjoy connecting with customers over the phone. Prior claims experience is not required. What we value most is your ability to deliver outstanding service to every customer you speak to. While understanding insurance terminology basics is helpful, we provide comprehensive training to support your success.

Role Overview:

As a Claims Handler in the First Notification of Loss (FNOL) team, you will be responsible for efficiently and effectively managing all claims tasks from notification through to settlement within the agreed service level agreements (SLAs). Your role includes the referral of suitable claims to the Non-Fault team, Intervention team, or Investigation team under company guidelines, contributing to continuous improvement of claims processes, and ensuring cost containment on behalf of customers and business partners.

Key Accountabilities and Responsibilities:

First Notification of Loss (FNOL):

• Monitor ongoing availability to ensure readiness to assist customers.


• Capture full and comprehensive data, completing all relevant fields in Proclaim.


• Manage FNOL calls using empathy and probing techniques to ensure a right-first-time culture and customer care philosophy.


• Triage claims accurately to ensure they are passed to the relevant team for future ownership.


• Identify fraud indicators and indemnity/underwriting referrals and direct them to the correct avenue depending on the scheme.

Claims Management:

• Handle claims within your authority level in accordance with relevant Claims Handling Procedures and Working Practices to deliver key performance indicators (KPIs).


• Progress each touch of the claim towards settlement efficiently and effectively.


• Manage claims in line with customer-specific agreed processes.


• Respond promptly and proactively to incoming telephone calls and correspondence using the most effective communication method to progress the claim.


• Screen incoming First Party & Third Party claims against fraud indicators and other risk factors, reallocating cases for further investigation as required.


• Utilise desktop tools (MIAFTR, CUE, MID, etc.) and others (DVLA, etc.) as needed.


• Provide clear instructions to and liaise with specialist investigative suppliers including field investigators and engineers.


• Manage a claims caseload in accordance with the company claims philosophy, claims handling procedures, and service levels.


• Update reserves and NCB at appropriate stages of the claim, following relevant Working Practices.


• Adhere to personal authority limits and refer to line manager for authorisation where activity exceeds such limits.


• Ensure compliance with all regulatory requirements, including "treating customers fairly" principles, DPA, and FSA.


• Undertake all training offered to support continuous development within your role.

Skills Required:

• Previous customer service or claims experience is desirable.


• Understanding of our products, services, philosophies, systems, and organization.


• Knowledge of hierarchy and escalation protocols.


• Excellent interpersonal skills and the ability to communicate at all levels.


• Ability to simplify complex issues.


• IT literate and comfortable using digital tools.


• Proactive team player with the ability to work independently.


• Strong attention to detail and accuracy in documentation.


• Problem-solving mindset with the ability to adapt to changing situations.


• Effective time management and organizational skills.

4th Dimension Innovation Ltd offers end-to-end first and third-party motorcycle claims handling services, including customer calls, logistics, motorcycle repair, engineering, and more. We provide a wide range of insurance and assistance services to insurers, brokers, individual owners, riders, and leading motorcycle manufacturers. 

Join us in Egham, Surrey, as we continue to expand and make a difference in the world of motorcycle claims handling. If you're ready to provide exceptional service, work as part of a supportive team, and grow your skills in the industry, apply now!