ILC New Generation Interview: Georgia Thomas, Senior Claims Handler, ICAB

Georgia Thomas has been at ICAB for five years now. Here, she explains why she swapped a career in the skies for one on the ground, and why each day is a school day.

Tell us a little bit about yourself and how have you got to where you are today?

Before starting at ICAB, I used to be cabin crew. I started to feel like I wanted a more grounded job, one where I could see my family and friends more, and then I saw the ICAB job advert.

I fell straight into the role with the help of everyone here, and never looked back. I have made some amazing friends along the way, and even get to spend most my weekends with the ones I love.

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

I work with insurance companies to offer suitable temporary accommodation for the policyholder whilst the property is unhabitable. I deal solely with Direct Line Insurance and also fulfil my role as senior within the insurance team by answering the staff queries, dealing with customer requests and ensuring a smooth day to day running of the department.

The most interesting part for me would be how different every day can be, some days can be tough and quite challenging, whilst other days I feel like everything is going to plan. That is the excitement – you never know what you will face daily and you just have to take it in your stride.

What attracted you to your current role and the insurance claims industry?

For me it was wanting to help people during their time of need and hardship. It feels so rewarding when you know you have helped people and made their day just that little bit better by just doing your job.

What does job satisfaction look like to you?

Completing claims in a timely manner, feeling positive about my work that day and of course, when clients are happy whilst dealing with myself. It is always nice to get good feedback.

What do you see as your greatest opportunity in the next 12-18months?

Due to extreme climate change, it is more than certain that claims will increase across the board which means more people require services from us. ICAB has grown massively since I first started nearly five years ago, and my role has progressed a huge amount already, so I am excited to see how much further both myself and ICAB can progress in the future.

How do you think the claims industry will change over the next five years?

There will be an increased number of claims due to extreme weather change across the nation, more automation with processes being simplified or taken over by technology, and more services to offer based on claims.

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

Never be afraid of doing something you are unsure about. You are always going to make mistakes along the way and that is more than alright. Every day is a school day, and we learn so much; these are just the things that shape us for our future.


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