Claims Agent

About Collinson Insurance

Collinson Insurance is a niche personal lines insurer generating £400m+ in Gross Written Premium, operating through regulated entities in the UK and Malta. Our products include travel, private medical and dental, and a range of specialist insurance products.

We work with trusted partners such as Post Office, easyJet, Saga, and Vhi, alongside our direct brand Columbus Direct. We specialise in short-tail, high-utilisation products and have ambitious plans for profitable growth while continuing to deliver excellent customer outcomes.

The Role

As a Claims Agent, you will support the delivery of high-quality claims service across multiple products and brands. Working under the guidance of a Team Leader, you will assess and process claims accurately and in line with policy and regulatory requirements.

You may work in a customer-facing role, handling calls, emails, and digital enquiries, in a claims processing role, or a combination of both. You will contribute to a collaborative, high-performing team focused on quality, efficiency, and fair customer outcomes.

Key Responsibilities

• Handle customer interactions across phone, email, and digital channels.

• Assess and process claims in line with policy wording and delegated authority.

• Communicate claim decisions clearly and empathetically, including settlements or declines.

• Request and assess supporting documentation and identify recovery opportunities.

• Identify and escalate potential fraud or complex cases as required.

• Maintain accurate records and comply with procedures, SLAs, and performance targets.

• Participate in training, coaching, and continuous improvement activities.

Regulatory Responsibilities

• Comply with FCA and CBI conduct rules and the Firm’s Code of Conduct.

• Complete all mandatory regulatory training and disclose any conflicts of interest.

• Maintain Fit and Proper status, including integrity, competence, and financial soundness.

• Hold required regulatory qualifications (e.g. APA), where applicable.

• Act with honesty and integrity in the best interests of customers and the Firm.

Knowledge, Skills & Experience

• Experience in a customer-facing or operational role, ideally within claims or a contact centre.

• Strong written and verbal communication skills.

• High attention to detail and ability to manage workload effectively.

• Customer-focused, professional, and comfortable working in a regulated environment.