ILC ARTICLE

Rising Star interview with James Roblin, Apprentice Claims Handler at Davies


  1. Tell us about your role. What do you do and what do you find most interesting about it?

I started my journey at Davies in October 2019 as an administration apprentice, and with great opportunities for progression, I’m now a technical claims handler.

When lockdown was announced in March 2020, the number of vehicles on the road reduced dramatically, and subsequently we saw a decrease in the number of motor claims. I was then given the opportunity to work within our Travel team, where our business had seen an increase in claim numbers. I learnt a lot and really enjoyed being able to help customers the best way I could, and providing regular updates on the government’s travel guidelines.

After my travel secondment ended, I was asked to join the technical motor claims team, which is my current role. I review and investigate liability in further detail, checking for any potential fraudulent activity and negotiating with third party insurers to get the best possible outcome on a case. I also liaise with solicitors and other legal and claims professionals to negotiate terms and settle claims. What I find most interesting is studying a large scale incident, reviewing images and footage, concluding and agreeing a settlement.

Next in line for me now is to handle business interruption claims on one of our large prestige client accounts.

  1. What made you want to work in this industry? 

When I was 17, I started my career in the industry and Davies was recommended to me to improve my skills and understanding of insurance. I’m almost two years in, and have a good understanding of the industry now – I’m also looking forward to picking up even more knowledge on the way. I enjoy working at Davies because of the career advancement they offer and the diversity they provide. Also, the insurance sector is growing and there is truly a path for anyone that choses to get into it.

3. What do you see as the biggest challenge to your industry in the next year?

Covid-19 has disrupted our industry and will continue to do so over the next year. Insurance companies have found ways to adapt by working efficiently from home and arranging online meetings. With many employees working from home, the way training is delivered for new people and apprentices entering the industry has changed. Both teamwork and individual training sessions are crucial in a workplace, so I think ensuring that everyone has the opportunity to develop the skills they need as well as the skills the industry needs will be a challenge.

4. How would you like to see the industry improve next year / 5 years / by the time you retire? 

I would like to see insurance companies taking more advantage of technology, by automating some aspects of the claims journey. New technology can be used to improve the customer experience by making it easier to log incidents online. As a young male driver who has to insure my own vehicle, I am paying a small fortune because all young males are considered to be high risk drivers within the industry. While there is much evidence to substantiate this, I’d like to see greater advancements in tailoring policies that benefit responsible individuals and less generalisation of majorities.   

5. If you could give your 16-year-old self a piece of advice, what would it be?

I would tell my 16-year-old self to take every opportunity that arises, ask plenty of questions and take useful notes down.

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