Nathan began his career in claims at Hastings Direct, handling First Notification of Loss (FNOL) calls for home insurance claims. In this role, he gathered comprehensive information regarding incidents and damages while ensuring the appropriate services were instructed for validation and repairs.
He progressed into a Claims Handler position, managing his own portfolio of claims valued up to £100,000, with a focus on fire, impact, escape of water, and theft claims. He took full ownership of the claim lifecycle from initial notification through to settlement, acting as the primary point of contact for policyholders. This included providing regular updates, resolving queries, and delivering a high standard of service during often sensitive situations.
Nathan worked closely with loss adjusters, contractors, and internal teams to ensure claims progressed efficiently. Additionally, he collaborated with the fraud team to validate claim legitimacy and with underwriting to resolve indemnity queries. He also supported colleagues by providing guidance on technical issues and processes, acting as an information resource within the team.