UK Claims Delegated Authority and Third-Party Relationship Analyst

UK Claims Delegated Authority and Third-Party Relationship Analyst

Hiscox UK is a leading brand in the 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 to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.

The UK Claims team handles a diverse range of first party and third-party claims including household and commercial Property, Public and Employer’s Liability, Professional Indemnity, Management Liability and Cyber claims for customers ranging from high-net-worth individuals to SME companies. Hiscox is renowned for its superb claims service, with a Property NPS of 81 year to date and having won or been shortlisted for a number of prestigious industry awards for innovation and customer service in recent years.

This is a new role within the UK Claims department reporting directly to the UK Claims Delegated Authority and Third-Party Relationship Manager. The role would suit a highly competent claims professional looking for a new challenge away from day-to-day claims handling.

Technical insurance knowledge and a background in claims handling is essential along with organisational, commercial and intellectual skills to handle a broad range of challenges which may arise in the rapidly growing area of delegated authority claims management. The successful candidate will require strong stakeholder management skills as the role will involve collaboration with both internal and external stakeholders at all levels in order to promote a clear customer focused claims management framework.

The role can be based in any of our regional claims hubs; York, Colchester or Glasgow and some travel to external stakeholders and other Hiscox offices across the UK is expected.

What You’ll Be Doing

• Support in the co-ordinating of the schemes pipeline and onboarding from a UK Claims perspective including attendance at relevant scheme meetings; establishing requirements for specific technical claims knowledge and liaising with underwriters on wordings.
• Supporting Vendor Management and underwriting governance with the due diligence onboarding of new scheme opportunities from a contractual claims perspective.
• Undertaking operational due diligence as part of the onboarding process of Third-Party Administrators (TPA) which will require site visits.
• Ensuring that DA suppliers are delivering customer service in line with the Consumer Duty requirements of Consumer Support.
• Oversight and management of loss funds (including annual auditing) to ensure best practices are followed and issues are quickly identified and remedied, co-ordinating between claims operational teams, underwriting scheme owners and vendors.
• Act as a support point of contact for Claims Relationship Managers (CRM) with UK Claims.
• Regular governance and oversight meetings of MGA/Coverholders/TPAs to ensure we are satisfying our regulatory requirements as the carrier of the DA claims scheme.
• Supporting DA suppliers to resolve any identified performance concerns.
• Reviewing outcome of DA vendor audit process and management of claims actions and performance plans/improvement measures alongside claims business representatives, vendor management team and vendors.
• Working with Claims MI and schemes colleagues to ensure that accurate and timely MI is available to all relevant stakeholders in relation to claims DA and scheme performance.
• Managing appropriate recovery of leakage from vendors and third-party suppliers through liaison and co-ordination with key stakeholders to include, UK Claims Operations and Technical Excellence teams, Claims Management, TP Vendor Management, UK Claims business representatives, and relevant schemes and underwriting teams.
• Act as the key claims liaison for Conduct and Customer Relations including management and monitoring of any training or other requirements identified through root cause analysis of complaints.
• Promoting and delivering a continuous improvement culture within the UK Claims team to deliver a superior customer experience.

Our must haves

• Claims handling experience in a variety of lines of business (both first and third party) would be advantageous.
• Strong knowledge of the claims process and customer focused governance and oversight controls.
• Excellent interpersonal skills with the ability to establish relationships quickly with a wide variety of stakeholders.
• Highly results driven, with the energy and determination to succeed in an environment where the pace and quality of response is critical to success.
• MGA and DA claims handling knowledge would be welcomed but is not essential.
• Prior experience of supplier management would be desirable.
• Knowledge of Fraud and/or Recovery claims handling and reporting would be welcomed.
• Excel skills essential.

We are committed to diversity and creating a truly inclusive culture, which we believe drives success. We understand that working life does not have to mean you always work from the office and we have introduced a hybrid working policy to encourage a healthy work life balance.