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About the Role

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.

Responsibilities

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

Requirements

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

Location

London

Work Type

Permanent
Full Time
Hybrid

Benefits

great employee benefits that take care of your mental and physical wellbeing

About the Company

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.
We’re a global, specialist insurer headquartered in Bermuda and listed on the London Stock Exchange.
With 3,000 employees and 32 offices in 12 countries we’re a business with lots of opportunity for people with talent, spark and lots of ambition.
If you want to build a great career with a company that prioritises strong values – such as integrity and courage – where our people always pull together to do the right thing for each other and our customers, then we’d love to hear from you.

Equal Opportunity

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.