Claims Manager in London

Africa Specialty Risks Ltd (ASR) is a specialty (re)insurer focusing on risks located primarily in Africa, the Middle East and developing markets, across all specialty lines of business. ASR also has a syndicate at Lloyd's in London and South Africa as well as Lloyd’s service companies in the UK, DIFC, Mauritius and Casablanca. ASR is enabling sustainable economic development by fulfilling unmet insurance needs. Our platform provides local underwriting expertise, an unparalleled distribution network and access to global capacity.

As a valued member of our collaborative team supporting our various underwriting platforms, you will use sound judgment to contribute to claims strategies and the development of team objectives. This role involves close partnership with colleagues across the organisation, including providing insight to underwriters and actuaries, and representing ASR in meetings with clients and brokers.

As part of the Claim Leadership team, you will also be responsible for developing and mentoring less experienced members of the claims team, and assist the Head of Claims to develop a successful dynamic claims team across the regions we do business. The successful candidate will have experience of claims across multiple lines of business, be adaptable and willing to learn as the company continues to grow, bringing your expertise to find the best response to a wide range of claims.

The role involves actively participating in the day-to-day operations of the Claims Department, taking responsibility for handling the portfolio of (property/liability) claims assigned to you, ensuring that claims are accurately reviewed, reserved and settled on a timely, equitable and commercial basis. The role requires an ability to draft succinct written reports on individual matters, whilst also providing regular verbal updates at meetings on the performance of material losses within the (property/liability) portfolio of the claims function.

Role Responsibilities:

• Support the Head of Claims in building out a claims function capable of delivering an African-centric claims service, utilising strong technical knowledge to ensure a first-class claims service is provided to our (re)insureds.
• Building, developing, and maintaining close working relationships – both internally (Underwriting, Operations, Finance, Actuarial) and externally (clients, brokers, capacity providers), ensuring a consistently high standard of service is maintained.
• Maintaining ownership of allocated portfolio of claims, setting up and handling each case from first notification of loss through to settlement, ensuring relevant parties are kept informed as necessary.
• Maintaining key claims strategy and flowlines on significant claims, working with the Head of Claims, underwriters and actuarial teams as necessary.
• Ensure all claims are adjusted in accordance with the ASR’s Claims Philosophy and Claims Handling Guidelines.
• Adhering to your personal authority limits and referring for authorisation above those where necessary, ensuring any matters that may be contentious are appropriately flagged and escalated to senior management as necessary.
• Ensure claims records and files are complete, accurate and appropriate, whilst also maintaining an active and efficient diary system.
• Assist with internal & external reporting (including ad hoc updates) and support the timely/efficient production of monthly claims bordereaux to our Capacity Providers.
• Managing, and promptly resolving, external and internal claims queries.
• Assist in the development of a Key Service Provider panel to ensure ASR utilises the most appropriate external service partners, such as Loss Adjusters and Legal advisors.
• Maintain active oversight of external service providers as appropriate.
• To undertake continuing professional development as appropriate to ensure technical knowledge is maintained and updated.
• An ability to continually look to improve process to gain operational efficiencies wherever possible, ensuring the Claims function operates at an optimal level whilst ensuring that the necessary control environment operates in an effective manner.
• To contribute to the production of management reporting as necessary.
• Undertake other ad-hoc tasks as determined by the Head of Claims in support of the overall development of the Claims Function and the broader business goals of ASR.
• To mentor and provide guidance to less experienced members of the Claims Team, managing referrals on claims above their authority as appropriate.

Skills & Experience:

Essential:

• Strong technical claims experience across key lines of business underwritten within the ASR group.
• Strong communication, both written and oral, alongside good negotiation skills.
• Ability to analyse appropriate wordings to determine applicable coverage and policy response to claims being presented.
• Methodical and accurate approach to work with good problem-solving skills.
• Detail-oriented with a strong commitment to accuracy and integrity.
• Self-motivated whilst being a team player (both within Claims function & the wider ASR group).
• Good time management.
• Ability to work under pressure and prioritise work accordingly.
• Work collaboratively and establish trusted relationships.
• Ability to actively consider and support broad business goals across ASR.
• Proactively identifies and attempts to resolve issues.

Desirable:

• CII or Legal qualification or progression towards same.
• Strong IT skills – particularly MS Excel & claims software systems.
• Be multi-lingual, with French or Arabic knowledge.
• Knowledge of the African and MENA region insurance markets.
• Experience of working within a Lloyd’s/London Market Claims Operation including use of ECF/IMR.
• Experience of working within an MGA/Coverholder claims unit.
• Experience of both direct and reinsurance claims handling.
• Adaptability and willingness to participate in new projects that support the aims of the claim function within ASR group.
• Flexibility to develop knowledge across multiple product lines.