Claims Innovation Lead in London

In this dynamic role, you will we working across Flood Re and with external partners to support Flood Re in promoting claims innovation across the home insurance market and supporting Flood Re embed new practices within the Scheme’s operations.

Part of Flood Re’s purpose is to prepare the market for our exit in 2039. This means we need to champion industry approaches which promote flood resilience across all parts of the insurance cycle and provide routes to insurance for those households for whom insurance may otherwise be insurable.

This role represents an evolution in Flood Re’s approach to claims. Since 2023 Flood Re has facilitated our cedants in offering ‘Build Back Better’, additional funding to make a property more resilient during the flood claim. We now want to go further, by stepping up our support to our insurance partners in delivering a simpler, and more consistent Build Back Better. We also want to invest in research and innovation to drive down the cost of repairing flooded homes, for the benefit of the wider industry.

Flood Re’s vision is that BBB evolves in a standard part of the post-flood claims process whereby resilient reconstruction is considered as standard and implemented where appropriate. We want to think about how training, information and technological innovation an equip everyone in the supply chain to embed resilience as simply as possible. This means looking at the products and apps that could be utilised to inform both professionals and householders of what measures might be appropriate and how this could be recognised and incentivised by Flood Re. We also want to consider what additional utility might be garnered from this data, and how this can inform wider resilience measures and cost reduction.

Flood Re is looking for someone who:

• Understands how claims are managed within household domestic insurance, including the big technical and logistical challenges of embedding new practices in the claims process.
• Has a passion for technology and innovation.
• Can work with a wide range of internal and external stakeholders.
• Lead wider claims innovation work both within Flood Re and across the industry, and help foster an innovation model across Flood Re’s work flood resilient work with special focus on:
  • Effective end efficient claims processes that support the implementation of flood resilience.
  • Data collection and, digitisation and ensuring that Flood Re processes are aligned to insurance industry processes.
• Lead the BBB initiative internally and externally , driving uptake amongst different stakeholder groups (insurers, households, supply chain professionals);
  • Act as primary point of engagement on technical queries around the BBB program, working with insurers on delivery chain effectiveness and efficiencies, and providing or connecting them with technical advice as needed.
  • on training needs and technical questions, overseeing projects to deliver these where necessary;
  • Ensure connection and consistency among the BBB and FPC/FFRA programs, including on technology/app and data collection questions.
  • Innovation, analysis and advocacy;
  • Identify process improvements and design potential solutions along with recommendations;
  • Use and analyse data to derive insights, and develop recommendations;
  • Ensure continued profile with insurers (and other stakeholders including government and households) of Build Back Better, and any new processes and improvements requiring.
• Contribute to the piloting of Flood Performance Certificates (FPC) and implementation of Future Flood Risk Assessments (FFRA) within Flood Re’s own claims process. This requires working with the FPC Project Lead to:
  • Engage insurers to understand reinstatement delivery chain, policy fulfilment, and ceding processes in order to allow for implementation of new Flood Re driven processes, including the FPC and FFRA;
  • Providing support and advice on the standardization and implementation of FPC/FFRA, both internally to Flood Re operations teams and externally to insurers;
  • Ensuring alignment between the processes for FPC piloting, ceding, and premium discounting, collaborating with other teams, providing recommendations, and delivering projects as needed;
  • Advising on data collection, and analysis of data for insights in collaboration with teams across Flood Re.
• Market Relationships: Work with the Market Engagement Team to build relationships and rapport with industry participants including Flood Re’s members, the wider insurance market and technology providers.
• Contribute to Strategy: Work with Director of Policy and Government, Corporate Strategy Lead and wider senior leadership team on the development and implementation of the Corporate Strategy.
• Routine External Partner Engagement: Own the day-to-day relationship with Operations’ external partners and set the strategic direction and service plans for these engagements. Work with the Vendors to oversee performance standards, risk management, internal controls and monitoring and reporting of performance.
• Knowledge share: Inspire and support other members of the company to think about innovation, understand market trends and opportunities.

Knowledge and Experience

Technical
This role requires someone who can drive innovation through better use of data. This requires:

• Good understanding of the claims customer journey and related data flows within the insurance industry.
• Experience in problem analysis and resolution including ability to interact with Change and IT to develop practical solutions.
• Experience in utilising new technology and/or processes to deliver organisational transformation/new business opportunities
• Innovation experience with an understanding of how change can be enabled through technology platforms, process enhancement and application.
• An insurance qualification such as CII Diploma is an added advantage.
• Experience working with third party providers in strategic partnerships with a focus on service delivery continuous improvement.

Interactive Skills

• A team player who openly supports, encourages and shares knowledge with colleagues.
• Someone who can work between and across teams and with the Senior Leadership.
• A confident communicator who can build relationships with key partners outside the company.

Flood Re is a world first – a collaboration between government and the insurance industry that makes flood cover in household insurance policies more affordable.

You’ll be joining a team of talented individuals from a variety of backgrounds, working to deliver an increasingly important social purpose.

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