Claims Handler – Bodily Injury & Medical Malpractice (Multiple Opportunities)

Build a brilliant future with Hiscox.

About Hiscox UK

Hiscox UK is a leading specialist brand in the UK insurance market, recognised as setting the standards others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting only the very best and empowering them to deliver. We are known for insuring the homes of the rich and famous through the most innovative technology companies. We operate in twelve target sectors in the UK, across which our customers are diverse and unique, and are only united by our ability to provide specialist insurance tailored to their needs.

About the team

The injury team are a group of professionals dedicated to providing technical expertise and an excellent customer service to our stakeholders. The team is empowered to manage claims within their authority levels from initial notification through to resolution, working closely with policy holders, brokers and panel solicitors to achieve the best outcomes.

About the role

You’ll be responsible for delivering a high standard of claims service across a varied portfolio of Bodily Injury, Medical Malpractice and Third Party Property Damage claims. You’ll work closely with underwriters, sharing insight on claim trends and developments to support product, sector and client understanding. You’ll also contribute claims expertise to wider business initiatives and projects, helping ensure that changes continue to enhance the customer experience and overall claims service.

Location: York, Glasgow or Colchester, with flexibility for candidates based in the North (e.g. Leeds or Manchester) who can travel to York regularly. Glasgow-based candidates must have experience handling England & Wales cases.

What you’ll be doing:

• Claims management of a portfolio of claims with a value up to £100k.
• Demonstrating customer focus throughout the claims lifecycle, with evidence of strong stakeholder engagement with the customer and/or broker and focus on a good customer outcome.
• Investigation and management of claims from first notification to conclusion.
• Review and confirm policy coverage position with increasing confidence and ability to reach decisions in-house.
• Setting the claim strategy, handling in-house where possible and implementing claim prevention strategies to avoid formal claims being made against customers.
• Selection, instruction and active management of law firms and other experts where necessary including proactive indemnity and costs management.
• Liaising and negotiating with clients, brokers, claimants and their representatives, including attending mediations, JSMs and court hearings.
• Proactive claims portfolio management in accordance with the CUG and by reference to relevant KPIs and SLAs.
• Identification of fraudulent claims and opportunities for recovery from third parties with clear evidence of strategic claims handling to maximise any opportunities which benefit the customer or Hiscox.
• Identification of trends and areas of concern with regular reporting to key stakeholders through contributions to Trilogy Light, internal training sessions and claims managers.
• Developing and managing relationships with key internal stakeholders – RUMs, RMs, Product and Sector heads, Customer Relations, CWG, Conduct, demonstrating commercial awareness at all times.
• Developing and managing relationships with key external stakeholders – insureds, brokers, law firms and other experts, demonstrating commercial awareness at all times.
• Taking referrals from DAs on coverage, strategy and reallocation to the internal claims team.
• Providing technical advice and guidance to insureds.
• Outside of pure claims handling, assisting in the continuous improvement of our Claims operation in line with our current Claims strategy, whilst identifying areas for opportunity and helping create solutions.
• Participating in Group, UK or Claims wide projects and change programmes which may impact your claims area and peers, providing SME assistance as required and agreed with your manager.
• Obtaining or a willingness to obtain professional qualifications; CII, CILex or equivalent.

Our must-haves:

• Strong experience in handling Third Party liability Bodily Injury and/or Medical Malpractice claims as an insurance claims handler or within a law firm.
• Experience managing claims end-to-end, including instruction of solicitors and oversight of claim strategy.
• Solid understanding of pre-action protocols and civil litigation.
• Demonstrable experience applying policy wording and assessing coverage/liability.
• Background in insurance claims handling or a legal environment (e.g. law firm / paralegal).
• Exposure to insurance policy coverage for liability claims is highly beneficial.
• Experience handling Third Party Property Damage claims is advantageous but not essential.
• Strong organisational skills with the ability to manage multiple claims and prioritise effectively under pressure.
• Experience working with multiple stakeholders (e.g brokers, solicitors, policyholders).
• Excellent communication and interpersonal skills, with the ability to provide reassurance and build trust with customers.

Diversity and flexible working at Hiscox

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 also understand that working life doesn’t always have to be ‘nine to five’ and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role. Work with amazing people and be part of a unique culture.