Large Loss Handler (Motor Claims)

About Marshmallow

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

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 three tribes; Acquisition, Retention & Claims. 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 to find out more.

We believe the claims experience in insurance can—and should—be better. Our mission is to deliver the most delightful and efficient claims journey for our customers, turning a traditionally frustrating process into something human, fair, and fast.

As a startup, we move quickly. That means being adaptable, curious, and collaborative. You'll work closely with both internal teams and external partners to help us build a best-in-class claims operation. Strong relationships are key to ensuring we always deliver outstanding service together.

Our Large Loss Specialists handle Marshmallow’s most complex and high-value claims, often involving catastrophic injuries such as brain and spinal trauma, psychiatric injury, complex fractures, nerve damage, and more.

Beyond handling claims, the team also acts as a centre of technical expertise, supporting the wider claims function by sharing insights, driving consistency, and ensuring fair outcomes for customers.

• Managing a portfolio of high-value motor claims, typically valued between £100k and £500k, both pre- and post-litigation

• Delivering exceptional claims handling with a proactive, commercial, and empathetic approach—minimising leakage and resolving disputes effectively

• Investigating liability and coverage issues, ensuring decisions align with policy obligations

• Supporting strategic decision-making across Claims, Underwriting, and Pricing by maintaining clear and accurate claim records

• Reserving accurately based on available evidence and in line with Marshmallow’s large loss handling procedures

• Collaborating with panel solicitors to drive strategic, cost-effective outcomes, focusing on lifecycle reduction and efficient legal spend

• Identifying recovery opportunities (subrogation, contribution, and beyond) and ensuring they're actioned by the relevant teams

• Ensuring accurate billing, estimation, and offer preparation, while responding to advice and solicitor communications within agreed timelines

• Helping shape our Large Loss strategy in collaboration with team leads and fellow handlers

• Staying up to date with market trends, technical developments, and best practices in large loss claims

Note: As this is a newly created role, responsibilities may evolve as the function develops.

• Empathetic and customer-focused—you naturally go the extra mile to support people during difficult times

• Adaptable and comfortable working in a fast-paced, ever-changing environment

• Proactive—you don’t wait for solutions, you build them

• A clear communicator—you can explain complex issues in a way that's easy to understand

• Team-oriented—you value collaboration and take pride in helping others succeed

• Growth-minded—you believe feedback is a tool for improvement, not criticism

• Strong experience managing high-value or catastrophic motor claims (over £100k), including exposure to Personal Injury, Credit Hire, and Costs

• Sound knowledge of liability, indemnity, causation, and complex medical issues

• Familiarity with CPR, PPOS, MIB tech disputes, and other relevant large loss procedures and legislation

• Commercial awareness and confident decision-making within delegated authority

• Excellent investigative, negotiation, and analytical skills

• Deep understanding of regulatory frameworks, best practices, and legal requirements in the claims space

• An eye for detail—you notice patterns and trends that help guide strategy

• Experience working with internal and external stakeholders and maintaining strong, effective partnerships

• A desire to help shape and grow Marshmallow’s reputation as a market leader in claims excellence

• Flexible working - Spend one day every two weeks 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 want. 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!

• We break it up into a few stages:

  • Initial call with our Talent Acquisition Partner (30 mins)

  • A short written exercise (30 mins)

  • A skill-based interview where you will discuss your previous experience with two members of the Claims team (1 hour)

  • A culture interview to check that your work style fits our processes and values (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

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!

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.

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