Group Claims & Complaints Manager (Leading Insurance Business) – Flexible/ Remote-Working - Norwich
Job Type: Permanent
Sector: General Insurance
Specialism: Claims, General Management, Other General Insurance
Location: London & South
Town/City: Norwich
Salary range: £50,000 - £59,999, £60,000 - £69,999
Salary Description: Salary negotiable plus bonus and benefits
Posted: 09-Sep-24
Start Date: ASAP
Recruiter: Aston Charles
Job Ref: JH-3103L
Job Views: 8
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, Social Housing, Construction, Equine and Leisure. It utilises a wide range of distribution channels including large insurance intermediaries and price comparison sites.
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 ensure that these TPAs are audited, as required, to ensure adherence to contractual obligations, and 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.
This is NOT a high-volume complaints handling role. For 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 policy wordings.
It’s essential that you have extensive experience of working within an insurance claims environment, together with experience of dealing with TPAs. Candidates from a Third Party Administrator background will also be considered. 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. You’ll be a strong communicator, 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.
This is a major insurance player, yet an independent and highly entrepreneurial business, where ambitious candidates can make a real difference. The team is incredibly supportive and welcoming of new ideas, and within this company, changes can be implemented 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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