Large Loss Handler (Motor Claims)

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The Claims Team

We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.

Working in a start-up means that you have to be adaptable and excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. 

The Large Loss Team 

Our Large Loss Specialists manage a portfolio of some of Marshmallow’s highest value and complex large loss claims.

The team deals with claims involving complex injuries, consisting in brain ,spinal cord, psychiatric, fractures, nerve damage, pain cases amongst others.

They are relied on to provide technical advice and some guidance to improve claims handling capability, control and consistency in the claim team and wider claims functions, ensuring that we always deliver fair outcomes and excellent claims service.

What you’ll be doing

• Handling a portfolio of complex and high value Motor Claims in a proactive and collaborative manner. The work includes pre and post litigation cases valued over £100k and up to £250k

• Investigating and resolving claims to provide excellent claims handling service with minimal leakages 

• Managing claim disputes and other material claims issues to resolve and settling claims in a timely manner and on economic basis 

• Identifying and investigating coverage issues to ensure that Marshmallow’s liability is in line with its contractual commitments 

• Maintaining good knowledge of the claims portfolio and providing info to other stakeholders on request, to ensure the effective monitoring of claims to support Claims, Underwriting and Pricing decisions 

• Reserving accurately and in line with the evidence presented to ensure Marshmallow’s liability is always clear

• Acting within set handling authorities as defined by the Large Loss Handling Procedure  

• Working with our Panel Solicitors utilising a strategic case management approach to resolve claims economically and in a timely manner, to drive down the lifecycle of a claim and keep the legal costs down

• Identifying subrogation, contribution and other recovery issues and ensure they are being pursued by the relevant team with success

• Ensuring that estimates, billings, and offers are calculated correctly, and that fees and advice are responded within agreed timeframes to ensure that good service is provided

• Working closely with our Motor Claims Large Loss Handlers and Claims Team Leads to contribute to our Large Loss strategy and roadmap

• Keeping up to date with good claims practice and market movements

• As this is a new role, responsibilities may shift and develop in time. 

Who you are

• You are empathetic and understand what it means to go the extra mile to offer the best service possible

• Working in a start-up means that you have to be adaptable and excited by the prospect of moving fast

• You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do so

• You enjoy taking complex issues and explaining them in an easy and understandable way

• You're selfless. You enjoy pulling together as a team and supporting your teammates

• You're excited about working in a company that really focuses on and believes in the importance of feedback

What we're looking for from you

• Proven experience in catastrophic or multi-track / high value and complex Motor Claims handling and exposure to claims valued in excess of £100k in multiple disciplines (Personal Injury, Credit Hire, and Costs)   

• Experience of indemnity, liability, causation and complex medical issues

• Comprehensive understanding of Large Loss claim handling processes/procedures, CPR, PPO, MIB Tech disputes gained from previous experience  

• Good judgement, the ability to process data quickly and to make commercial and risk-based decisions with claims authorities 

• Curiosity, strong investigative and negotiation skills

• Good working knowledge of relevant industry statutes and regulations 

• Awareness and compliance with regulatory and legislative requirements 

• Attention to detail, allowing you to notice and monitor trends, patterns, and frequent observations in results

• Problem-solving and analytical capabilities to create meaningful strategies to improve the large loss support

• The ability to manage complex partnering relationships and stakeholders  

• The ability to drive excellent teamwork and collaborate within and across teams to achieve shared company objectives and values 

• A desire to help establish Marshmallow as one of the best in the industry

• Ability to share feedback in a constructive yet polite and appropriate manner

Perks of the job

• Flexible working - Spend one day every two weeks with your team in our collaborative London office 🏢

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🏝️

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓

• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥

• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)

• Tech scheme - Get the latest tech for less 🖥

Plus all the rest; 33 days holiday, pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process

• We break it up into a few stages:

  • Initial call with our Talent Acquisition Partner (30 mins)

  • A short written exercise (30 mins)

  • A skill-based interview where you will discuss your previous experience with two members of the Claims team (1 hour)

  • A culture interview to check that your work style fits our processes and values (1 hour)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.