Third Party Claims Handler

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. We look for people who are commercially driven, never settle for ‘good enough’, and are hungry for autonomy and ownership. Marshmallowers are tenacious, curious, and focused on collective success over self‑interest.

The Claims Team

Most claims teams move slowly. At Marshmallow, we move faster. We’re commercially strong, tech‑powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers.

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 elevate 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

We Break It Up Into a Few Stages:

• Initial call with a member of our Talent Acquisition team (30 mins)
• An interview with two members of the Claims team, to discuss your experience and the working environment at Marshmallow (1 hour)

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

Diversity of thought

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.