The Company:
Our client is a fast-growing and profitable MGA, renowned for delivering tailored insurance solutions and exceptional service. Since launching in 2019, the company has successfully acquired and integrated multiple businesses, building a profitable portfolio.
Backed by A-rated insurers, they are now embarking on their next phase of strategic growth, with a strong focus on enhancing the claims’ function. To support this, they are seeking an experienced Claims Manager to lead and evolve their claims operations across Personal Lines and Personal Marine insurance products.
The Role:
This is a pivotal leadership role responsible for overseeing best-in-class claims management and delivering an exceptional customer experience. The successful candidate will bring extensive technical expertise in handling a wide variety of personal lines claims from cradle to grave and will have the ability to represent the business with credibility in the market.
While experience in marine claims (boats, yachts, pleasure crafts) is desirable, the company is committed to supporting the right candidate with the training and development needed to succeed in this area.
This role would particularly suit a Senior Claims Handler with significant experience in both binder and open market claims, looking for an opportunity to take the next step into leadership and grow with a dynamic, evolving business.
Key Responsibilities:
1. Lead the day-to-day operations of the claims team, ensuring technical excellence, efficiency, and customer service standards are met.
2. Manage complex and technical personal lines claims, including contentious cases and declinatures, ensuring compliance with legal and regulatory frameworks.
3. Oversee preparation and submission of referral cases to insurer partners, ensuring accuracy and thoroughness.
4. Represent the company in discussions with insurer partners, maintaining and enhancing the business’s reputation for technical expertise and professionalism.
5. Provide clear, empathetic communication to customers, including delivering difficult decisions via phone.
6. Mentor, guide, and support less experienced claims handlers, promoting knowledge sharing and professional development.
7. Support the handling of large and complex claims, providing expert advice and guidance as required.
8. Contribute to process improvements and help shape the future direction of the claims function.
9. Extensive experience in handling Personal Lines claims, including Home and Motor insurance; property claims experience is also welcome.
10. Proven experience managing both binder and open market claims from cradle to grave.
11. Familiarity with Personal Marine claims is advantageous, though not essential—training will be provided.
12. Strong technical knowledge of claims principles, settlement practices, and compliance requirements; CII qualification preferred.
13. Demonstrated ability to make independent decisions within delegated authority, escalating complex cases when necessary.
14. Strong communication skills, with the ability to deliver sensitive decisions in a professional manner.
15. Experience in managing or mentoring a claims team, or clear potential to step into a leadership role.
16. Customer-focused with a commitment to delivering an excellent claims experience.
17. Ability to balance working efficiently with maintaining attention to detail and considered decision-making.
What will you get:
1. Lead the claims function within a growing, independently owned business with a collaborative, high-performing team.
2. Opportunity to influence and develop claims processes, with scope for career progression into broader leadership roles.
3. Exposure to a diverse portfolio of claims across Personal Lines and Personal Marine products.
4. Competitive remuneration and benefits package, including pension, private medical cover, and bonus scheme.
5. Hybrid working model promoting flexibility and work-life balance.
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