Complaints Specialist – Insurance Claims (UK/Ireland)

About the role

We are looking for an experienced Complaints Specialist to join our Technical Claims Support Team. You will own the end‑to‑end handling of insurance‑related complaints for UK and Ireland, ensuring investigations are thorough, responses are fair, and regulatory deadlines are met.

Key responsibilities

• Own and investigate insurance complaints from receipt through to resolution.
• Prepare clear, evidence‑based written responses for complainants and regulatory bodies.
• Maintain oversight of complaint and regulatory deadlines, escalating when necessary.
• Collaborate closely with insurance carriers and partners on complaint investigations and regulatory submissions.
• Document all investigation notes, outcomes, and supporting evidence accurately.
• Conduct root‑cause analysis and recommend process improvements.
• Provide feedback to Claims Handlers and operational teams on quality or knowledge gaps.
• Support additional technical claims activities such as Quality Assurance, Fraud, Recoveries, and Payment Authorisations as needed.

Required profile

• Proven experience handling insurance complaints in the UK or Ireland.
• APA and/or CIP qualification or equivalent regulatory knowledge.
• Strong analytical mindset with the ability to assess evidence and draw conclusions.
• Excellent written communication skills for preparing detailed complaint responses.
• Ability to work independently in a remote environment while meeting strict deadlines.

Required skills

• N/A

What we offer

• Fully remote work arrangement.
• Opportunity to join a fast‑growing InsurTech backed by leading investors.
• Collaborative team focused on improving claims handling and customer outcomes.