• About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly.

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

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 four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. 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 handbookor read our blog to find out more.

The Claims Team

We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.

We are looking for someone with proven claims handling skills, who will relish the challenge of working with our proactive and ambitious Intervention Team.

What you’ll be doing

• Own our claim journey and ensure we deliver excellent customer service
• Monitor our ongoing cases daily to ensure swift settlement
• Manage the hire element of our cases, mitigating durations and claim spend
• Supporting, monitoring and reviewing motor claims processed in house or by our third-party provider and challenging process and output where appropriate
• Reviewing claims processes and recommending changes. You’ll also be highlighting missed opportunities, leakage and areas for improvement
• Supporting technical intervention claims matters in respect of questions / escalated customer scenarios and calls/liability referrals etc.
• Supporting the team and continually helping them to develop their knowledge and skill set
• Desirable: Presenting and explaining statistical management information to the management team
• Desirable: Maintaining performance reporting/metrics on behalf of the team
• Desirable: Working and owning operational and strategic projects and confidence in communicating timelines and plans

Who you are

• You truly care about supporting and developing the people you work with
• You have a proven ability to think strategically but are also able to get deep into the detail
• You enjoy problem-solving and creating innovative solutions to complex problems
• You enjoy working in a high growth environment and are highly adaptable to change
• You are confident in understanding data and providing analysis on your findings

What we’re looking for from you

• Experience and understanding in the following areas:
• how insurance policies are sold and distributed, and contracts formed and applied
• how motor claims can occur and are registered
• how motor claims liability arises, is established and negotiated
• claims reserving and payment processes
• Understanding of insurers’ exposure to third party liability claims, and some understanding of relevant case law and legal principles
• Understanding of how customers claim from FNOL through to settlement.
• Experience in processing payments to multiple different entities.
• Experience in dealing with a variety of supplier queries regarding individual claims.

Perks of the job

• Flexible 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 w ant. 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; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our Process

We break it up into 2 stages:

• Initial call with a member of our Talent Acquisition Team (30 mins)
• A technical and culture interview with two members of the Claims team (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 individual feedback on each application

Background checks

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!

Everyone belongs at Marshmallow