First Response Handler/Apprentice Review

Item: First Response Handler/Apprentice at Acorn Insurance and Financial Services
Rating: 4.9
Author: Anonymous

at Acorn Insurance and Financial Services

Level 2 Apprenticeship

Insurance and Risk Management

Liverpool

Review Submitted: April 2026

Overall Rating

4.9 /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!

5/5 - Overview of Role

5/5 - Skills Development

4.8/5 - Structure and Support

Overview of Role

Please give an overview of your role and what this involves on a day-to-day basis:

5/5

As a first response handler apprentice at Acorn Insurance, my role focuses on being the first point of contact for customers reporting claims, making sure they feel supported from the start. On a day‑to‑day basis, I take inbound calls and gather accurate details/records while following company procedures. I work closely with experienced handlers and other teams to make sure claims are passed on efficiently and progressed correctly.

To what extent do you enjoy your programme?

5/5

I have both greatly enjoyed my role at Acorn and the apprenticeship that I've been on. I've met some incredible people and have learnt a great deal from this experience. I would highly recommend it for someone looking to do a similar apprenticeship!

Skills Development

Have you learnt any new skills or developed existing skills?

5/5

I've learnt a great deal and have even been able to develop a few of my existing skills, such as:
- Customer service and professional telephone manner
- Active listening and effective communication
- Accurate data capture and attention to detail
- Time management and prioritisation
- Working calmly under pressure
- Understanding insurance claims processes and procedures
- Problem‑solving and decision‑making
- Teamwork and collaboration
- IT systems proficiency and confident system navigation
- Building customer rapport and empathy

Structure and Support

How well organised/structured is your programme?

5/5

My programme is well organised and clearly structured, with a good balance between hands‑on learning and ongoing support. The clear expectations and regular guidance have helped me stay on track and steadily build my skills and confidence.

How much support do you receive from your employer?

4/5

I receive a high level of support overall. There is usually help available when needed, although there are occasional disconnects where communication or guidance could be clearer.

How much support do you receive from your training provider when working towards your qualifications?

5/5

I receive a good level of support from my training provider while working towards my qualifications, including regular check‑ins and clear guidance on assignments. He is always there to help and I can rely on him/his organisation.

How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

5/5

My learning is directly relevant and related to my day-to-day duties and has improved my effectiveness at work greatly.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

5/5

I help support the team’s quarterly nights out, which is a good way to build relationships outside of day‑to‑day work, and I’ll soon be supporting my team leader with the KIND charity, which allows me to contribute to charitable and community‑focused initiatives.

Recommendations & Advice

Would you recommend Acorn Insurance and Financial Services to a friend?

Yes

Why?

I'd be very happy to recommend it as it's helped me immensely. It provides strong hands‑on experience alongside relevant training that directly supports my role. The supportive team environment, opportunities to get involved beyond daily duties, and clear progression mean that I'd definitely recommend it.

What tips or advice would you give to others applying to Acorn Insurance and Financial Services?

Be yourself, show a genuine interest in helping customers, stay open to learning, and don’t be afraid to ask questions or get involved with the wider team.

View All Company Reviews