Customer Claims Handler

Experience level Expérimentés
Job details sector Assurance Dommages

We have several exciting opportunities for Customer Claims Handlers to join our business, based in our Morecambe office. As a claims handler you will be working as part of a busy and vibrant team providing advice to our customers by phone on all their insurance policy claims. Managing new and existing claims, making decisions on the customers policy cover and paying claims. At AXA we're adopting a Hybrid way of working, empowering our people to balance their time between home and the office in a way that works best for them, their team and customers.

Working Hours & Shift Pattern: Full time, 35 hours per week. We have a rotating shift pattern between the hours of 8:00am to 8:00pm from Monday to Friday, 9:00am to 5:00pm on Saturdays and includes some Bank Holidays.

Our Interview Stages:
Following your application, we will review your details and if successful, next will be a video interview. We’ll give you lots on info in advance to help you prepare, and one of the Talent Acquisition team will always be on hand to offer help and support if you need it.

Induction & Training:

Induction Date: 4th January 2022

You’ll receive a comprehensive 5 weeks onsite induction from our specialist trainers to set you up for success in your new role. At AXA we share a common purpose; to act for human progress by protecting what matters. We rely on people, just like you, to make this a reality. We thrive on helping you become the best version on yourself. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development. 


Claims have a structured development framework with salary increases once you achieve certain points in your development journey, this will be an additional £570 typically every 6 months. Following your 3rd increment you will hopefully be qualified enough for a promotion to the next level.


What you’ll be doing:

  • Answering calls effectively to deliver an excellent customer service to our customers.
  • Working productively as a team to achieve business goals and objectives. 
  • Accurately inputting customer information into our systems.
  • We ask you to bring your enthusiasm, passion for customer service, natural talent for supporting people and be a great contributor to team efforts.
  • You’ll be a great listener, confident communicating over the phone and using computers. Some experience in a customer facing role would be an advantage.

IDD: This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.


But never too big to care for every single person who works here.  So when you join us, we promise to put our collective might behind you and your career.


You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.


Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference. 

Proud to be part of the AXA Group, a global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a huge range of customers, helping them protect their cars, homes and businesses against life’s uncertainties. Whether bought directly, through brokers or through a number of corporate partners, our market-leading products are trusted by millions.

One of the best things about joining AXA is our rewards package. At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: 

  • Competive annual salary of £17,290 
  • Annual company & performance-based bonus
  • Contributory pension scheme (up to 12% employer contributions)
  • Life Assurance (up to 10 x annual salary)
  • 23 days annual leave plus Bank Holidays
  • Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
  • AXA employee discounts
  • Gym benefits

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

At AXA, we want to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds.

As part of this, we’re piloting an Accessibility Concierge service. If you require a reasonable adjustment during the recruitment process, please contact Jen Manuel, Talent Acquisition Partner on You can be reassured our knowledge of this won’t affect the hiring manager’s decision to progress your application or hire you. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on Protected Characteristics.

As a financial services company, all successful candidates will be subject to preemployment checks, so we can ensure regulatory compliance. To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you require an alternative method of applying or would like to discuss this role further, please send an email to