Claims Quality Assurance Analyst

Job Type: Permanent

Position: Claims Quality Assurance Analyst

Reporting to: Group Head of Claims Quality Assurance & Governance

Type: Permanent: Full Time

Location: London (Hybrid)

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.

The Quality Assurance & Governance team is based in London, York, Colchester, Europe and the US.

Key Responsibilities

The Claims Quality Assurance Analyst 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 Analyst supports the preparation of detailed management information (MI) and analytic reports, communicates key findings to relevant stakeholders, and supports the development and implementation of training and remediation plans.

• Conducting Quality Assurance Audit, both internal & TPA, reviewing claims, measuring results against Hiscox’s best practice standards and regulatory requirements.
• Undertake 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. Analysts synthesize data, present actionable recommendations, and ensure clear communication with stakeholders to facilitate informed decision‑making.
• Stakeholder Engagement – collaborate 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.
• Maintain a sound understanding of relevant classes of business, products and services within the London Market.
• Maintain a sound understanding of relevant policies, processes and systems utilised by the London Market claims function.
• Maintain 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 pragmatic, commercial and solution orientated.
• Ability to use initiative and confidence in making decisions, as well as ability to work within a team.
• Good commercial awareness.

Hybrid Working

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work‑life balance. It is designed to provide the best of both worlds – structure and sociability on one hand, and independence and flexibility on the other.