Complaints Specialist (UK/IRE) - APA/CIP Qualified

About this role

TURNING RISK INTO OPPORTUNITY Human progress runs on a single trade: risk for opportunity. Every venture worth doing - a new business, a new home, an exciting trip - means accepting the chance it goes wrong. Insurance is what lets us take those chances anyway, and the claim is the moment it either delivers on that promise or fails to. We're rebuilding that moment. ClaimSorted is an AI-native claims solution for insurers and large corporates that resolves claims faster, fairer, and more reliably than the industry ever has.

Handle risk that well, and people are free to take on more of it - that's how you push society toward opportunity: not by eliminating risk, but by making recovery so fast and certain it stops being a reason to hold back. We're one of the fastest-growing InsurTechs - scaling 10x YoY, processing hundreds of millions in claims payouts, and backed by the world's leading investors: Y Combinator, Atomico, and Eurazeo WHAT WE ARE LOOKING FOR We are looking for an experienced Complaints Specialist to join our talented Technical Claims Support Team.

You will take ownership of complaints relating to insurance claims, ensuring they are investigated thoroughly, responded to fairly and managed within applicable regulatory, partner and internal deadlines. You will investigate the underlying claim, gather and review supporting evidence, prepare clear and robust responses, and work closely with our insurance partners to ensure regulatory requests are handled accurately and on time.

You will act as a subject matter expert for complaints, using complaint outcomes and trends to identify opportunities to improve claims handling and customer outcomes. As part of the wider Technical Claims Support Team, you will also support other technical claims activities where required, including Quality Assurance, Fraud, Recoveries and Payment Authorisations. RESPONSIBILITIES - Own and investigate insurance complaints from receipt through to resolution.

- Prepare clear, accurate and evidence-based written complaint responses. - Investigate and prepare responses to complaints and information requests received from applicable regulatory bodies and Ombudsman services. - Maintain oversight of complaint and regulatory deadlines, ensuring matters are progressed and escalated in sufficient time for any required insurer or partner review. - Work closely with insurance carriers and partners on complaints requiring their input, approval or regulatory submission.