• 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 handbook or 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.

Working in a startup means that you have to be adaptable and excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service.

Role Description

You will have the opportunity to be involved in all areas of our claims journey but initially, you will be responsible for making complex liability decisions, raising payments, providing claims advice to suppliers, administrating and deciding how best to take each claim forward.

You will be at the forefront of our first credit hire defence team and to competently apply credit hire strategy to protect us from inflated or fraudulent credit hire claims. This is our first team dedicated to this area of claims and you will help to establish and be expected to contribute to our future tactics and feedback market trends. Whilst other teams will have carried out processes that pre-date your work on these files we are expecting this role to be our 3rd line of defence and you will have the ability and apply the right level of follow up action to drive favourable outcomes for Marshmallow

The working hours for this role are Monday - Friday, 9am-6pm.

What you’ll be doing

• Negotiating Credit Hire Claims: Handling a caseload of credit hire claims from inception to settlement, ensuring timely and cost-effective resolutions
• Liaising with Stakeholders: Communicating and negotiating with Claimants, solicitors, insurers and other relevant parties to achieve favourable outcomes
• Assessing Liability and Quantum: Evaluating the merits of each claim, including liability, quantum and any potential fraud indicators
• Maintaining Records: Accurately documenting all negotiations, agreements, and relevant communications in the company’s claims management system
• Compliance: Ensuring all activities comply with legal and regulatory requirements, industry standards, and company policies
• Reporting: Preparing and presenting regular reports on claim status, negotiation outcomes, and any issues encountered during the claims process
• Customer Service: Providing exceptional customer service, addressing any queries or concerns promptly and professionally
• Continuous Improvement: Identifying and suggesting improvements to existing processes and practices to enhance efficiency and effectiveness in claims handling

Who you are

• You’re someone who enjoys the challenge of understanding complex situations and making sense of them
• Naturally empathetic, you know how important it is to deliver exceptional customer service
• You have a great eye for detail
• You are happy to ask questions and ask for help when you need it
• You’re able to see the bigger picture and support any aspect of the team to achieve our larger goals
• You’re able to work off your own initiative and are confident in making data-driven decisions

What we’re looking for from you

• Previous Claims experience within Credit Hire
• Experience of non-GTA claims
• You are a quick learner and embrace change
• You are a self-starter who likes to take ownership but is also able to thrive in a team while ensuring quality output

Perks of the job

• Flexible working - Spend two days a month with your team in our new 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, 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 combined technical and culture interview where you will discuss your previous experience and our ways of working with 2 members of the Claims Fraud team (60 minutes)

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