Third Party Claims Handler in London

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones.

To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you.

The Claims Team moves faster than most claims teams. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers. We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.

As a Claims Handler in our Settlement Team, you’ll be responsible for proactively managing a portfolio of third party damage and credit hire claims, ensuring efficient, fair and commercially sound outcomes. Your responsibilities will include:

• Handling inbound communication, including triaging and managing team mailboxes
• Routing and directing work to team members where required to complete tasks and resolve issues
• Proactively managing and efficiently processing a portfolio of Third Party Property Damage (TPPD) and Credit Hire claims up to a defined value
• Contacting policyholders, witnesses, and Third Party Insurers to assess and agree liability
• Carrying out liability and indemnity assessments
• Informing policyholders of the claim process and managing expectations throughout the lifecycle of the claim
• Identifying correct indemnity status and possible recovery opportunities
• Reserving claims in line with our reserving philosophy
• Checking and raising payments in line with agreed reserves
• Identifying and actioning capture opportunities, including referrals to intervention suppliers where appropriate
• Promptly identifying potential fraudulent claims or complaints and making appropriate referrals
• Completing relevant searches, administration tasks, and other ad hoc support for the team
• Managing internal and external protocols with guidance and support

What we’re looking for:

• Ability to balance a commercial mindset with a customer-focused approach
• Strong time management and organisational skills, with the ability to prioritise effectively
• A logical and structured approach to problem-solving
• Excellent attention to detail, with the confidence to refer potential complaints or suspected fraudulent claims appropriately

Who you are:

• Empathetic and customer-focused, actively listening and responding with understanding and support
• Confident making decisions and knowing when to escalate for a second opinion
• A quick learner who embraces new processes, tools, and change
• A proactive self-starter who takes ownership while collaborating effectively within a team
• Continuously looking for ways to improve processes and outcomes
• Able to see the bigger picture and support wider team objectives

Perks of the job:

• Bonus scheme designed to reward high performance
• Private medical insurance with Vitality, mental health support with Oliva
• Personal learning budget and 2 dedicated L&D days a year
• Monthly flexible benefits budget to spend as you choose
• 25 days holiday plus bank holidays
• 4 weeks Work From Anywhere per year

Our process includes an initial call with a member of our Talent Acquisition team, followed by an interview with two members of the Claims team to discuss your experience and the working environment at Marshmallow. We’ll let you know if you’re invited to an interview or not. We are not in a position to offer sponsorship and/or a visa for this position.

Diversity of thought is important to us. We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.