FNOL Claims Handler

About the role

We’re looking for a FNOL Claims Handler to join our SME Claims team in Glasgow and be the first point of contact for customers when they need to make a claim.

You’ll handle First Notification of Loss (FNOL) from start to finish, gathering the right information, assessing the circumstances of the claim and making sure it is passed to the right people or managed appropriately.

This is a role where great customer service, attention to detail and sound judgement really matter. You’ll be dealing with customers at what can be a stressful time, so being calm, empathetic and confident in your communication is key.

You’ll also work closely with insurers, underwriters, brokers and other teams to make sure claims are handled efficiently, accurately and in line with our processes.

What you'll get up to:

• Take and manage First Notification of Loss (FNOL) across a range of SME insurance products.

• Speak with customers to understand what has happened and gather accurate, relevant information.

• Record claim information clearly and accurately on our systems.

• Assess claims against policy information and agreed processes.

• Identify potential coverage, liability or fraud concerns and escalate where appropriate.

• Liaise with insurers, loss adjusters, third parties and other stakeholders throughout the claims process.

• Keep customers informed and provide clear updates on the progress of their claim.

• Make sure claims are progressed promptly and in line with agreed service levels.

• Handle customer queries professionally, including potentially difficult or sensitive conversations.

• Maintain accurate and comprehensive claims records.

• Identify and escalate complex or higher-risk claims to the appropriate team.

• Follow regulatory, compliance and internal claims-handling requirements.

• Look for ways to improve the customer and claims experience.

About you:

• A minimum of 1 year’s experience in insurance claims, ideally within an FNOL, claims handling or customer-facing claims environment.

• Good understanding of the claims lifecycle and the role of FNOL.

• Strong customer service and communication skills.

• Comfortable gathering information and asking the right questions.

• Strong attention to detail and accurate record keeping.

• Ability to understand and follow policy and claims processes.

• Good judgement and confidence knowing when to escalate an issue.

• Comfortable working with multiple systems and managing competing priorities.

• A collaborative approach and willingness to support colleagues.

• Experience within SME commercial insurance.

• Knowledge of FCA / regulatory requirements relating to claims.

• Progress towards CII qualifications or a willingness to work towards them.

In return, we offer you:

• A competitive salary and the ability to grow your career

• 25 days holiday - so there’s plenty of time for work, rest and play

• Hybrid way of working for the perfect work / life balance

• Vitality private health and dental insurance

• Added benefits including competitive pension and salary sacrifice

• Full access to Spill, our mental health platform

• Cycle to work scheme

• Fun and modern office environment with regular team social events

• Central Glasgow location