Hi Pooja, how are you doing today?
I am doing well, thanks.
Can you tell us a bit about yourself and your career background before joining Zego?
I was born and raised in Mumbai, India and hold an LLB from the University of Mumbai, and an LLM from the University of Bradford. After completing my studies, I began my career as a trainee paralegal at a law firm, where my dedication and skills led to multiple promotions, advancing from Senior Paralegal to Pre-Litigation, and ultimately Litigation. Working in the UK as an international professional was a fascinating experience, giving me valuable insights into both domestic and international law.
What made you decide to transition from a law firm to an insurtech company like Zego?
My legal experience was focused on litigation, handling cases from insurance companies. While the next step in my law career would have been enforcement, I was drawn to insurtech for a broader perspective. At Zego, I saw the opportunity to understand claims from inception to resolution, covering credit hire, vehicle damage, and personal injury. The appeal of insurtech wasn’t just the exposure to the full claims lifecycle, but also the integration of artificial intelligence and technology to drive efficiency, effectiveness, and innovation in the industry.
What does a typical day look like as a Third Party Claims Handler at Zego?
My day starts by checking urgent messages and emails to prioritise tasks. I organise my calendar, meet with colleagues and supervisors for updates, and then focus on claims. This involves reviewing vehicle damage, processing urgent payments, handling case tasks, and closing files. Zego’s tech-driven approach streamlines claim setup, information sharing, and workflow efficiency. My role involves managing a diverse portfolio of claims, ensuring adherence to Zego’s processes, and maintaining a seamless litigation workflow.
What types of claims do you handle, and how do you approach them?
I manage litigation claims end-to-end, taking full ownership of their resolution, and that’s through both handling them in-house or coordinating with external panels for the best outcomes. This includes managing vehicle damage claims, credit hire disputes, and personal injury cases processed through the OIC portal.
How does your legal background help you in this role?
My legal background enables me to assess each claim with a courtroom perspective, analysing whether it would stand in court, evaluating the strength of evidence, and anticipating potential outcomes for our insured. I carefully review liability, evidence, and legal risks, providing insurers with clear guidance on negligence, the Highway Code, and potential court implications.
With this expertise, I efficiently manage litigation files, leveraging my legal knowledge to settle cases in-house where possible. This allows me to make informed decisions on liability, quantum, traffic laws, case precedents, and fair settlements, ensuring the best possible outcome for all parties involved.
What’s your favourite thing about your job?
My favorite part of the job is the insurtech aspect. Technology plays a crucial role in modernising workflows and enhancing efficiency. The flexibility of remote work not only saves me time commuting, but also allows me to be more energised, productive, and focused on delivering high-quality results.
Technology keeps the work engaging and dynamic, constantly challenging me to adapt, innovate, and improve. It also inspires me to take the lead on new projects, drive automation, and enhance claims handling processes – ultimately delivering smarter, faster, and more effective solutions.
What advice would you give to someone in a law firm considering a move into claims handling roles directly for an insurer?
I would highly recommend this opportunity to anyone working in a law firm who wants to broaden their expertise and gain a deeper understanding of the claims process – from the moment an accident occurs to its resolution.
For those passionate about continuous learning and looking beyond the traditional nine-to-five role, this is a chance to apply legal expertise, explore the pre-litigation process, and gain hands-on experience in claims handling. Moving to Zego has been an invaluable learning experience for me, and I’m confident others would find it just as rewarding.
What’s next for you? What excites you most about the future at Zego?
My next goal is to deepen my understanding of MOJ and Scottish claims through hands-on experience. I’m eager to leverage my legal education and, in the future, pursue the qualifying route to further my expertise. Ultimately, I aspire to continue contributing my knowledge to drive excellence in claims management.
To learn more about what it's like to work at Zego and explore open roles visit zego.com/careers.