Claims Handler Review

I take calls with our customers and manage their motor claims. I manage all parts of the claim after the initial logging of the claim. I help to manage hire cars and also provide any updates on the claim or to do with any repairs and hire a PH may have. Nothing ever gets boring in my role as there is something different to do everyday and every call is a different experience.

I have learnt so many different skills and also developed on a lot of my existing ones. My confidence has increased massively since starting my job which I feel is amazing. My confidence increasing has helped me do better in my role as a claims handler as I am more comfortable speaking to customers which helps them have the best service possible from us as a company and myself directly. I have learnt a lot of technical, role specific skills also. It does seem scary at first but I have come on lots since first starting with things such as handling the systems we use.

The programme is sometimes tough as the material we use for the financial services exam is very long and quite wordy. It can get slightly stressful at times as its so much information to take in all at once when revising and doing training sessions. I enjoy learning all the new information that the book does provide. All parts of the training needs to just be done in small sections so it doesn't become overwhelming.

My organisation of my programme does vary. The material that we go through and the way we go through it is very structured. We take it small sections at a time, usually by chapters, which makes it easier to take in. The part that isn't as organised or structured in the programme is the range of tutors that we have had through the course. We are now on our fourth tutor which isn't ideal as you do get comfortable with one person and build a relationship and then you have to start and do this all again.

I receive lots of support from my employer in all aspects of my work. I get allocated apprentice work time in my rota so that I can take time off the phones to revise. These slots are sometimes taken up by training sessions with our tutors which can be 1-1s or group sessions with the rest of my team. If I do have any questions in regards to my apprenticeship or anything really my employer are more than happy to help in any way they can.

I do receive a lot of support from my tutor while working towards my exams. The tutors are always available to send an email over to with any questions you have or even give a call if you want. They are more than happy to help and even though I have had a fair few tutors which can be stressful, all have been as helpful as each other and all have been passionate about making sure we pass our exams.

I do feel like the work I do for my apprenticeship helps a lot in my role. It helps with the legislation side of things mostly and knowing the technical details of how things are handled higher up in the financial services sector. It also helps me to be aware of what impact my role has overall in the sector I work in as you do learn how things are managed behind the scenes that you wouldn't usually learn just on the job.

There are hundreds of things that you can get involved in at work. I have only been in the business 9 months and the amount of activities that I've personally seen take place is crazy! I've attended lots of different courses, even some with my training provider, to help get everyone socialising and getting to know each other more. I've been on team trips to garages to see how the repairs behind the scenes works and the journey our customers vehicles go through. There are always social events taking place whether it been Christmas parties, Summer parties or just the department taking a trip to the pub on a Friday when we finish work. I've been involved in so much with my department and team where we have gone for meals or drinks or even to the German Christmas market together. So much goes on it is hard to keep up.

Yes

Direct Line is an amazing business to work for. The benefits are amazing such as 50% off car insurance and discounts at many high street retailers or even low interest loans. There are hundreds of benefits of working for direct line. They take care of their staff and always include us in decisions to do with the company. As a member of staff, I feel like my opinion matters to direct line which isn't the case with every employer.

I would say to anyone that wants to apply to work at direct line no matter what area this may be in is go for it! Don't be scared of anything because as a business they are always there to support you with any issues you may have or any concerns. You will be supported no matter what.