Claims Validation Handler

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

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 three tribes; Acquisition, Retention & Claims. 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 to find out more.

The Claims Validation Team
The Claims Validation Team exists to help to defend Marshmallow against fraudulent activity, and to protect the company loss ratio. Fraudulent claims can result in us losing money, which can then result in driving up the premium prices for our honest customers. We’re here to stop that, by making sure that the right claims are reviewed for any policyholder or indemnity related concerns.

What you’ll be doing

• Triaging high risk first party claims (theft, fire or flood) to determine whether the claim needs to be retained within the team for further investigation, referred into the claims fraud team, or to be progressed to settlement 

• Investigating first party claims by communicating with our policyholders by phone and email and conducting follow up investigations

• Working proactively and efficiently to minimise leakage

• Reviewing indemnity referrals flagged by our wider claims team, where it has been identified at the point of claim that customers have misrepresented their policy details, and deciding upon the appropriate course of action for the policy and claim 

• Contacting customers regarding document requests or any necessary changes to their policy, and providing excellent customer service 

• Collaborating and building strong relationships with both the wider claims and fraud teams

• Proactively identifying opportunities to improve our processes to help us to protect both the company loss ratio, and our honest customers

Who you are

• You have an investigative mindset with strong attention to detail and accuracy

• You are confident in good decision making, and can work efficiently under pressure

• You have strong communication skills and are comfortable in liaising with other teams from across the business

• You enjoy working in a high growth environment and are adaptable to change and balancing conflicting priorities 

• You are a self-starter who likes to take ownership

• You take pride in delivering an excellent customer experience and enjoy interacting with our customers

• You are tenacious and persistent; knowing when further investigation can lead to positive commercial outcomes for the business 

What we're looking for from you

• A background in fraud or claims validation, along with a basic level of high risk first party claims knowledge such as handling fire, theft and flood claims

• Excellent verbal and written communication skills to be able to effectively communicate with our customers 

• You are really passionate about the customer, and will go the extra mile to offer them the best service

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

• You enjoy finding solutions to problems you come across rather than waiting on others to do this for you 

• You enjoy taking ownership of your own workload, and proactively highlight any blockers that you or your team may be facing

• Hybrid working - Spend 2 days a month 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; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

We break it up into a few stages:

• Initial call with someone in our Talent Team (30 mins)

• A skill-based interview where you will discuss your previous experience also with a focus on our values, our culture and your motivations with our Claims Validation Team Lead plus one other team member (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 personal feedback on each application.

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!

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.

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.