Claims Quality Assurance Manager

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

• The Claims Quality Assurance Manager 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 Manager prepares detailed management information and analytic reports, communicates key findings to relevant stakeholders, and supports the development and implementation of training and remediation plans for analysts within the team.
• The Manager is pivotal in fostering a culture of excellence, driving continuous improvement, and maintaining high standards throughout the claims function.
• Conduct and oversee quality assurance audits, both internal and TPA, reviewing claims against Hiscox best practice standards and regulatory requirements.
• Re-review assessor reviews regularly to ensure calibration and scoring consistency.
• Produce regular data reporting to claims management, identifying improvement areas and facilitating remediation efforts.
• Recommend improvements for policies, processes, and procedures as part of a continuous improvement cycle, including team-level training needs.
• 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 utilized by the London Market claims function.
• Maintain an understanding of the legal and regulatory environment within which the London Market operates.
• Promote and deliver a continuous improvement culture within the claims function to deliver superior service to policyholders, including strategic account reviews.

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 analyze complex issues while remaining pragmatic, commercial and solution-oriented.
• Confidence in using own initiative and making decisions.
• Good commercial awareness.
• Excellent team-working skills and the ability to supervise and coach other team members constructively and effectively.

At Hiscox we care about our people. We hire the best people for the job and are committed to diversity and creating a truly inclusive culture. We also support hybrid working, allowing team members to balance structure and sociability with independence and flexibility.