Prima
FNOL & Customer Claims Handling
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Are you looking for a new challenge? Fancy helping us shape the future of motor insurance? Prima could be the place for you. Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain.
To help fuel that growth, we need a Claims First Responder to join our Claims UK team.
Claims First Responders are the first port of call for Prima drivers when something goes wrong. You will speak to customers to understand what has happened and what damage has been done to their vehicle, so that we can put things right. Where the incident has involved other vehicles, drivers, or damage to other property, you will gather a complete picture of that too. You will kick off the process of putting things right, so that our customer can get back on the road as quickly and as seamlessly as possible.
At Prima, we want to make things fast, fair, and straightforward, including when customers need to make a claim. As a Claims First Responder, you will be at the very forefront of making that happen for our customers across the UK.
Excited to make an impact? Here are the details
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What you'll do
- Acting as the first port of call for customers who need to make a claim. You will put customers at ease and kick off the process of putting things right
- Collecting as much information as the customer can provide about what happened and recording it as accurately as possible; you will ask the right questions in order to get a full picture
- Proactively verifying and monitoring claims where needed, whilst being alert to potential indicators of fraud to make sure that only genuine claims are progressed (you will of course work closely with, and escalate to, our specialist teams where needed)
- Establishing liability using our specialist tools, and conducting further investigations where required, working closely with other teams within Prima
- Using your initiative, not only in specific claims, but also regarding our processes more generally, suggesting ways we can improve how we do things to make things quicker and easier for our customers when they make a claim
- Manage the end-to-end customer journey post-FNOL, including repair progression and total loss processing, ensuring claims continue to progress efficiently
- Maintain precise, detailed notes and records for every customer interaction and case update
- Managing and keeping claim reserves up to date
- Managing daily task work efficiently
- Facilitating and setting claims payments
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What we’re looking for
- Experience in Customer Claims Handling and FNOL roles
- Experience and knowledge of Motor Insurance and/or Insurance Claims Handling
- Excellent written and verbal communication skills
- Strong attention to detail and problem-solving attitude
- Comfortable working in a growing / scale-up business environment
- Ability to thrive in a fast-paced, dynamic environment
Why you’ll love it here:
We want to make Prima a happy and empowering place to work. So if you decide to join us, you can expect plenty of perks.
- Work Your Way: Enjoy hybrid working, with a mix of home and office days.
- Grow with us: We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you.
- Thrive and perform: Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.
Think you’re a match? Apply now.
At Prima, we celebrate uniqueness. If you don’t meet every requirement but are passionate about this role, we still want to hear from you. Innovation thrives on diverse perspectives.
Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at accessible.recruiting@prima.it. Let’s build the future of insurance, together.
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