As a result of continued expansion, this leading insurance organisation has an exciting new opportunity for a Group Claims & Complaints Manager.
Our client specialises in niche insurance products, including but not limited to, Travel Insurance (for which it underwrites circa 750,000 policies per annum), Social Housing, Construction, Equine and Leisure. It utilises a wide range of distribution channels including large insurance intermediaries, price comparison sites, as well as white labelling for well-known brands and industry federations.
The company uses a number of Third Party Administrators (TPAs) to handle its claims, and this role has been created to oversee the effectiveness of these partnerships. This is a very interesting role, with varied responsibilities, and it's a position that will continue to grow and develop in line with the company's expansion plans.
You'll be accountable for providing technical and administrative oversight of TPAs, which will include managing their on-boarding process, as well as the ongoing performance management of the delegated authority claims arrangements. You'll keep TPAs updated with relevant scheme information or changes, resolving any technical queries that may arise in the claims process. In addition, you'll make sure that these TPAs are audited, as required, to ensure adherence to contractual obligations, and so that claims are being properly assessed with appropriate processes in place.
From a technical Claims Handling perspective, operating within the company's claims authority, you'll approve individual cases where the value exceeds the limits of the TPA's delegated authority.
We must stress that this is NOT a high-volume complaints handling role. For the larger complaints, you will work with key stakeholders to ensure that customer complaints are acknowledged, investigated, and reported in line with contractual and regulatory requirements, and you will approve proposed complaint response letters from Claims Handlers. This will also include working with Underwriters to ensure that any matters arising from individual claims or complaints are fed back into product design and the construction of policy wordings and point-of-sale materials.
This is an exciting role, and as it develops, you will gain exposure to other lines of business, for which you will also oversee key relationships.
It's essential that you have extensive experience of working within an insurance claims environment, together with experience of dealing with TPAs. Having said that, talented candidates from a Third Party Administrator background will also be considered. It is not essential that you have specific product knowledge of the above insurance lines, however, you must have the ability, and desire, to learn new classes of insurance.
You'll be well-versed in investigating and responding to customer complaints, and experience of working on complaints escalated to the ombudsman and/ or other regulatory bodies, would be an advantage. Just as importantly, you'll be a strong communicator, who is assertive and willing to challenge the status quo. Given the nature of the role, you'll possess strong administrative and report-writing skills, and excellent attention to detail.
Whilst this is major insurance player, it is still an independent and highly entrepreneurial business, where ambitious candidates can make a real difference and flourish. In fact, people who join the company from a corporate background, find the business extremely refreshing. The team are incredibly supportive and welcoming of new ideas, and within this company, changes can be implemented very quickly.
You'll benefit from a generous basic salary of up to £65K (Negotiable depending on experience), together with a range of company benefits. Our client operates a flexible-working arrangement and will consider applicants from all over the UK, including home-based candidates who can make occasional trips to either the London or Leeds office.
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