Motor Claims Handler Review
at Direct Line
Level 3 Apprenticeship
Insurance and Risk Management
Leeds
Review Submitted: December 2020
Overall Rating
2.3 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
2/5
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Overview of Role
3/5
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Skills Development
2.2/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
2/5
My role is mainly customer service focused.
My day to day duties include;
Helping customers with their quieries whether this be through the phone, emails or letters.
Dealing with not only policyholders but third party insurers, solicitors, suppliers and many more.
Dealing with any complaints a customer may have and resolving in a timley manner.
Doing back office work such as printing out outlays and sending them off.
Sometimes we are given extra roles within our main role also such as training new staff.
My day to day duties include;
Helping customers with their quieries whether this be through the phone, emails or letters.
Dealing with not only policyholders but third party insurers, solicitors, suppliers and many more.
Dealing with any complaints a customer may have and resolving in a timley manner.
Doing back office work such as printing out outlays and sending them off.
Sometimes we are given extra roles within our main role also such as training new staff.
To what extent do you enjoy your programme?
2/5
I have enjoyed it to some extend. There has been good moments and bad moments.
I think it has taught me a lot about insurance and has also allowed me to develop skills which have been mentioned above.
However, i think the programme was poorly executed we had a new trainer every week which made it difficult and also some of the trainers we had didnt know much or didnt really support us so it could have been better.
I think it has taught me a lot about insurance and has also allowed me to develop skills which have been mentioned above.
However, i think the programme was poorly executed we had a new trainer every week which made it difficult and also some of the trainers we had didnt know much or didnt really support us so it could have been better.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
I have learnt many skills and also developed on existing ones.
The skills i have developed i would say are interpersonal skills and skills such as team working.
I have also learnt loads of new skills mostly job specific skills such as using different systems which are required in our day to day job.
Its also gave me a chance to build on my confidence as we are sometimes pushed out of our comfort zones.
The skills i have developed i would say are interpersonal skills and skills such as team working.
I have also learnt loads of new skills mostly job specific skills such as using different systems which are required in our day to day job.
Its also gave me a chance to build on my confidence as we are sometimes pushed out of our comfort zones.
Structure and Support
How well organised/structured is your programme?
1/5
As mentioned previiusly i think this is where the programme lacked the most.
It was not organised as mentioned above we had a new trainer every week who all had different training styles so made it very difficult especially when it came close to our exam times.
They didnt have any structure when they came in to teach us most of the times it was just they came and we read through a book which could of been done on our own.
It was not organised as mentioned above we had a new trainer every week who all had different training styles so made it very difficult especially when it came close to our exam times.
They didnt have any structure when they came in to teach us most of the times it was just they came and we read through a book which could of been done on our own.
How much support do you receive from your employer?
4/5
We actually recieved a decent amount of support from our employer.
Each week we would have around 3 hours booked out of out work time to focus on our apparentiships and also study for any exams ect that we had.
Any issues we had with our tutor we would mention to our employer and these would get sorted pretty quick for us so overall i think our employer supported us more than the trainers we had.
Each week we would have around 3 hours booked out of out work time to focus on our apparentiships and also study for any exams ect that we had.
Any issues we had with our tutor we would mention to our employer and these would get sorted pretty quick for us so overall i think our employer supported us more than the trainers we had.
How much support do you receive from your training provider when working towards your qualifications?
1/5
Not a lot of support we defiantly got more support from our employer than our training staff.
We were told to email our trainers if we needed help most of the time it would take them days to get back to us which wasnt helpful. When you asked them something most times they wouldnt know themselves.
When we called them if it was urgent most times it would go to voicemail and they only came to see us once every few months.
We were told to email our trainers if we needed help most of the time it would take them days to get back to us which wasnt helpful. When you asked them something most times they wouldnt know themselves.
When we called them if it was urgent most times it would go to voicemail and they only came to see us once every few months.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
1/5
I think it didnt help that much. Most of what i learnt was theough being on the job and actually doing the role.
They taught us about insurance which yes gave us some back knowledge but nothing they taught us really came into use for the actual role so i think it was pretty pointless.
I dont think it helped my performance the only reason we had to donit was to get the job as we had no experience
They taught us about insurance which yes gave us some back knowledge but nothing they taught us really came into use for the actual role so i think it was pretty pointless.
I dont think it helped my performance the only reason we had to donit was to get the job as we had no experience
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
Yes there was loads of activites we have a club called the culture club which run events throughout the year such as christmas parties, fundraising events such as bake sales to raise money for charties.
They do things like summer parties and little events on holidays such as Halloween which gives us chances to win prizes and money.
We also do team nights but thats something organised by your own team and your own money. Still fun though.
They do things like summer parties and little events on holidays such as Halloween which gives us chances to win prizes and money.
We also do team nights but thats something organised by your own team and your own money. Still fun though.
Recommendations & Advice
Would you recommend Direct Line to a friend?
No
Why?
Its not a great place to work. They expect a lot from you for a little wage.
They care only how your stats look and nothing else. You can defiantly get the same job with another insurance company and be paid at least £3000 a year more.
They treat their staff as numbers especially the bigger boses.
The job is very repetivitve after a while and you will get bored quick. Its good for experience and social life.
They care only how your stats look and nothing else. You can defiantly get the same job with another insurance company and be paid at least £3000 a year more.
They treat their staff as numbers especially the bigger boses.
The job is very repetivitve after a while and you will get bored quick. Its good for experience and social life.
What tips or advice would you give to others applying to Direct Line?
So for the interview just make sure you research their values and goals from their website as there is a lot of questions focused on them and if you dont research beforehand you will fail.
Again for the interview you need to just be confident enought to speak and answer questions especially in the group interview they care less about the answer and more about how you speak and treat others.
So be confident and show your previous experience.
Again for the interview you need to just be confident enought to speak and answer questions especially in the group interview they care less about the answer and more about how you speak and treat others.
So be confident and show your previous experience.
Apprentice Customer Service adviser
at Direct Line
- Level 2 Apprenticeship
- Barnsley, South Yorkshire
-
4.3
