Senior Claims Handler (Personal Lines)

Over the past 18 months, we’ve fully in-housed our Home claims - all hosted on our own technology, to help us deliver a game changing claims proposition for our customers. We’re looking for a Senior Claims Handler to play a crucial role in scaling our in-house claims function at Urban Jungle, and ensure we deliver a best-in-class experience.

As Senior Claims Handler, you’ll be responsible for delivering claims excellence from FNOL to settlement, working on some of our largest and most complex claims. You’ll own the technical outcomes of our Claims operation ensuring we're consistently making decisions in line with our Claims philosophy. From day one, you’ll have the opportunity to impact how we best serve our growing customer base and iterate and improve on our claims proposition as we grow.

Here’s what you’ll get up to:

• Own your own portfolio of claims, delivering a best-in-class experience and positive outcomes for our customers.
• Own the end-to-end performance of our claims operation, across both in-house and TPA managed claims, ensuring strong customer outcomes and efficient resolution across all claim types.
• Lead, coach and develop our in-house team, generously sharing your technical knowledge and experience.
• Work closely with our underwriters and suppliers, considering the needs of the business, the customer and the partner.
• Monitor and continuously improve SLAs and quality standards across the claims function, using data to identify opportunities for improvement.
• Help us scale our in-house Claims operation - thinking about what works now, and how we need to evolve our processes, systems and tools for growth.
• Work cross-functionally to ensure regulatory compliance within claims, including FCA Consumer Duty, ensuring our processes meet the highest standards.
• Contribute to the broader Insurance & Claims strategy, helping to define what world-class claims looks like at Urban Jungle.

You’ve read this far! Here's what we're looking for from you:

• Proven experience in personal lines claims, with a strong technical grounding, preferably in Home Insurance.
• You're excited by the opportunity to work within and scale an in-house claims function.
• You've got excellent written and verbal communication skills and can flex your style across customers, suppliers and the team.
• Confidence in working with external suppliers to get the best outcomes for both the business and our customers.
• Knowledge of the regulatory landscape for personal lines claims, including FCA expectations and Consumer Duty, would be a plus!
• A collaborative mindset and a desire to work cross-functionally to solve complex problems.
• You're keen to work at a business that takes a customer-first approach and recognises that the customer is at the heart of the business.

These requirements are a guide as to what we’re looking for, but if you don’t have all of the skills listed above, that’s okay! Please don’t let that hold you back from applying if the role excites you.

About our offer

We’re taking an office-centric approach to work (with lots of flexibility built-in) and the team is based in Oval, London. In addition to our positive, open working environment, you can expect the following benefits of working at Urban Jungle:

• A starting salary of between £38,000 - £42,000*.
• Share options that can increase alongside performance and growth.
• 25 days paid annual leave, plus public holidays.
• Rapid Progression. We’ll give you the opportunity to experience loads, and develop rapidly.
• Real Impact. You’ll work on big, interesting problems that will challenge you, and do so in a way that has a positive impact on people’s lives, the planet and our community.
• A Clear Plan. We’ll give you the clarity on what we want to achieve, with the freedom and autonomy for you to decide how we get there.
• The Best People. You’ll be surrounded by teammates who are exceptional at what they do, whilst being kind, honest people who champion our values.
• A dedicated development budget, access to a senior mentor, and training on whatever you need to do your job well.
• Well-being support. We’re committed to supporting both physical and mental well-being through access to therapy, weekly onsite yoga, and subsidised sports clubs.
• Enhanced parental leave, and support for parents returning to work.
• All. The. Fun. We regularly organise awesome socials and have some vibrant team communities such as book club and foodies.

*Depending on relevant experience, this salary range is negotiable.

About us

At Urban Jungle, we’re making insurance fair - to people, planet and wallets. We're one of the fastest-growing businesses in the UK, working to fix one of the biggest industries in the world. We put customers at the heart of everything we do, using data and technology to make insurance simple, flexible, and affordable. We care about our impact on the planet, becoming a B Corp in 2022 and offsetting our carbon emissions every year. So far, we’ve helped 300,000 customers get better insurance and become one of the top-rated home insurance providers in the UK. We placed 1st in Tempo's 2024 award for best startup to work for, and we’re in the top 10 of Deloitte’s Fast 50. We’ve raised over £43m in funding to date to help us with our mission. We’re looking for people to join our team of kind, talented people on a mission to change the insurance industry for good.

About our commitment

Urban Jungle is an equal opportunity employer and fairness and respect are at the heart of who we are and how we work. We do not discriminate based on race, age, ethnicity, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity or disability. We know that in order to build a truly successful business, we need a team of diverse individuals who can offer a variety of skills, experiences and perspectives.