Claims Quality Assurance Manager

Job Type:
Permanent

Build a brilliant future with Hiscox

Position: Claims Quality Assurance Manager

Reporting to: Group Head of Claims Quality Assurance & Governance

Type: Permanent: Full Time

Location: London (Hybrid)

The Team

The Quality Assurance & Governance team is comprised of professionals with deep operational and technical expertise. This team is instrumental in driving claims quality assurance and governance across Hiscox, acting as a central reference for best practices and continuous improvement initiatives. Team members regularly engage with stakeholders throughout the company, promoting standardized processes, calibration, and ongoing development in claims handling. Adaptability is essential, as the team responds to the evolving needs of diverse stakeholders.

As part of the Claims Quality Assurance Centre of Excellence, team members gain valuable exposure to a variety of insurance products and have opportunities to collaborate with business leaders across the organization.

The Quality Assurance & Governance team is based in London, York, Colchester, Europe and the US.

Key responsibilities

The Claims Quality Assurance Manager is responsible for conducting comprehensive reviews of claims files to ensure compliance with regulatory and internal quality frameworks. This role involves assessing adherence to Hiscox Claims Best Practices, identifying trends, and recommending corrective actions to enhance claims performance. The Manager prepares detailed management information (MI) and analytic reports, communicates key findings to relevant stakeholders, and supports the development and implementation of training and remediation plans and analysts within the team. The Manager is pivotal in fostering a culture of excellence, driving continuous improvement, and maintaining high standards throughout the claims function.

The role covers the following:

• Conducting & Overseeing Quality Assurance Audit, both Internal & TPA, where appropriate and reviewing claims against Hiscox Best Practice Standards & Regulatory Requirements.
• Re-Review - Undertaking regular re-review of assessor reviews to ensure calibration and scoring assessment
• Data Reporting - Producing regular reporting to claims management - identifying areas of improvement and facilitating remediation efforts where appropriate
• Recommending improvements for relevant policies, processes and procedures as part of a continuous improvement cycle, including identification of any team level training and development needs
• Maintain a sound understanding of relevant classes of business, products and services within London Market (LM)
• Maintain a sound understanding of relevant policies, processes and systems utilised by the LM Claims function
• Maintain an understanding of the legal and regulatory environment within which LM operates
• Promoting and delivering a continuous improvement culture within the Claims function to deliver a superior service to our policyholders, including strategic account reviews

Specification

• Claims Quality Assurance review handling is a must.
• Knowledge or experience of working in the Lloyds London Market
• Experience of working across multiple internal and external teams including third party suppliers
• Strong people and relationship building skills, notably influencing and negotiating
• Excellent communication skills, both oral and written.
• Someone who can analyse complex issues but is also pragmatic, commercial and solution orientated
• An ability to use own initiative and confidence in making decisions
• Good commercial awareness
• Excellent team working skills and the ability to supervise and coach other team members constructively and effectively

About Hiscox
As an international specialist insurer we are far removed from the world of mass market insurance products. Instead we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things.

We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions.

Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places.
Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds good to you, get in touch.

Diversity and Hybrid working
At Hiscox we care about our people. We hire the best people for the job and we're committed to diversity and creating a truly inclusive culture, which we believe drives success.

We have also learned over the past few years that working life doesn't always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.

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Work with amazing people and be part of a unique culture