Claims Quality Assurance Analyst

Position: Claims Quality Assurance Analyst

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.

Key responsibilities

• Conducting comprehensive reviews of claims files to ensure compliance with regulatory and internal quality frameworks.
• Assessing adherence to Hiscox Claims Best Practices, identifying trends, and recommending corrective actions to enhance claims performance.
• Supporting the preparation of detailed management information (MI) and analytic reports, communicating key findings to relevant stakeholders, and supporting the development and implementation of training and remediation plans.
• Conducting Quality Assurance Audit, both internal & TPA, where appropriate, reviewing claims, measuring results against Hiscox’s best practice standards and regulatory requirements.
• Undertaking regular re-review of assessor reviews to ensure calibration in scoring and assessment.
• Data Analysis and Reporting – Supporting preparation of qualitative management information and analytical reports that highlight claims findings, emerging trends, and areas requiring attention.
• Synthesising data, presenting actionable recommendations, and ensuring clear communication with stakeholders to facilitate informed decision-making.
• Stakeholder Engagement - Collaborating with business units and management teams to provide constructive feedback, deliver training sessions, where appropriate, and propose remedial action plans, ensuring that best practices are embedded throughout the claims process.
• Maintaining a sound understanding of relevant classes of business, products and services within the London Market.
• Maintaining a sound understanding of relevant policies, processes and systems utilised by the London Market claims function.
• Maintaining an understanding of the legal and regulatory environment within which London Market operates.

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.
• Ability to analyse complex issues but also be pragmatic, commercial and solution orientated.
• Ability to use own initiative and confidence in making decisions, as well as ability to work within a team.
• Good commercial awareness.

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.

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.