Job Description
Claims Agent- Italian Speaking**
About Collinson Insurance
Collinson Insurance is a niche personal lines insurer generating £400m+ in Gross Written Premium, operating through regulated entities in the UK and Malta. Our products include travel, private medical and dental, and a range of specialist insurance products.
We work with trusted partners such as Post Office, easyJet, Saga, and Vhi, alongside our direct brand Columbus Direct. We specialise in short-tail, high-utilisation products and have ambitious plans for profitable growth while continuing to deliver excellent customer outcomes.
The Role
As a Claims Agent, you will support the delivery of high-quality claims service across multiple products and brands. Working under the guidance of a Team Leader, you will assess and process claims accurately and in line with policy and regulatory requirements.
You may work in a customer-facing role, handling calls, emails, and digital enquiries, in a claims processing role, or a combination of both. You will contribute to a collaborative, high-performing team focused on quality, efficiency, and fair customer outcomes.
Key Responsibilities
Handle customer interactions across phone, email, and digital channels. (In Italian)
Assess and process claims in line with policy wording and delegated authority.
Communicate claim decisions clearly and empathetically, including settlements or declines.
Request and assess supporting documentation and identify recovery opportunities.
Identify and escalate potential fraud or complex cases as required.
Maintain accurate records and comply with procedures, SLAs, and performance targets.
Participate in training, coaching, and continuous improvement activities.
Regulatory Responsibilities
Comply with FCA and CBI conduct rules and the Firm’s Code of Conduct.
Complete all mandatory regulatory training and disclose any conflicts of interest.
Maintain Fit and Proper status, including integrity, competence, and financial soundness.
Hold required regulatory qualifications (e.g. APA), where applicable.
Act with honesty and integrity in the best interests of customers and the Firm.
Knowledge, Skills & Experience
Must be fluent ( Mother tongue) in Italian both written and verbal***
Experience in a customer-facing or operational role, ideally within claims or a contact centre.
Strong written and verbal communication skills.
High attention to detail and ability to manage workload effectively.
Customer-focused, professional, and comfortable working in a regulated environment.