Senior Claims Specialist in London

Together, we engage with everything we have and are, to help humankind act braver and better.

About UK Life Branch: Together with the Munich and Madrid offices, UK Life Branch is part of Munich Re’s Life & Health 1 (EULA) region. The UK life market is among the world’s most competitive, shaped by rapid medical advances, changing demographics and lifestyles, regulatory developments and increasing competition. Success in this environment depends on a clear strategy and an effective operating structure. Munich Re’s UK Life Branch strategy is founded on three equally important pillars: Protection, Longevity and Reinsurance structuring. Bringing these areas together is vital to our success. We complement our clients’ deep knowledge of their businesses with the financial strength of the world’s largest reinsurer, global expertise and competitive pricing, helping them remain profitable and competitive.

About the role: The Senior Claims Specialist is a trusted technical and client-facing specialist supporting the assessment and management of complex Life, Critical Illness, Income Protection and other Disability claims in the UK and Irish protection markets. The role combines independent claims assessment and pragmatic client advice with claims audits, technical training and practical improvements to claims handling and controls. Working collaboratively across the Protection Division, the postholder will apply sound medical, financial and occupational underwriting judgement while balancing risk, commercial considerations and client outcomes. The role contributes to Munich Re’s Ambition 2030 by strengthening underwriting quality, client confidence, operational effectiveness and our reputation as a strategic partner of choice.

Key Responsibilities:

• Own the assessment, review and technical recommendation of large, unusual and complex Life, Critical Illness, Income Protection and Disability claims within agreed authority limits; reach timely, independent conclusions and document the evidence, reasoning and decisions clearly.
• Apply relevant policy and reinsurance treaty terms, benefit definitions, medical and functional evidence, financial and occupational information, and applicable legal and conduct considerations; identify uncertainty, seek proportionate additional evidence and elevate exceptions promptly.
• Provide clear, commercially aware and balanced advice to clients, including constructive challenge where the evidence or proposed outcome is not adequately supported; consider fairness, claimants’ circumstances and Munich Re’s risk exposure without compromising technical standards.
• Build credible relationships with designated client claims teams through proactive case discussions, reviews and visits; communicate complex or sensitive decisions clearly and manage expectations and disagreements professionally.
• Plan and undertake assigned client claims audits, quality reviews and process assessments within the agreed audit programme; produce concise findings and risk-based recommendations, agree practical actions and follow up completion with the Operations Manager.
• Contribute to internal claims quality assurance and peer reviews; identify recurring technical or operational weaknesses, report material risks promptly and help test whether agreed improvements are effective.
• Support the development, maintenance and consistent interpretation of UK Life Branch’s claims philosophy, technical guidance and claims administration arrangements, subject to the appropriate approvals and governance.
• Design and deliver targeted claims training and technical case discussions for clients and colleagues, drawing on audit findings, emerging claims issues and changes in medical evidence, policy definitions or market practice.
• Contribute specialist claims input to agreed client consulting, tenders, propositions, market-monitoring activity and cross‑functional projects; take ownership of assigned deliverables and communicate progress, dependencies and risks.
• Identify and help implement proportionate improvements to claims workflows, decision documentation, management information and quality controls, including responsible use of automation and AI-supported tools where approved and validated.
• Share expertise, coach and provide constructive peer review to colleagues, and represent Munich Re professionally in client forums and relevant industry activities as agreed.

The successful candidate will ensure:

• Complex claims referrals are assessed independently, accurately and within agreed service expectations, with decisions supported by relevant evidence and a clear, proportionate rationale.
• Claims advice is consistent with policy and treaty terms, agreed claims philosophy, delegated authority and appropriate fair‑treatment considerations, with exceptions and material risks escalated promptly.
• Assigned client audits and reviews are completed to plan, with clear findings, accountable corrective actions and demonstrable improvements in quality, consistency or claims‑handling efficiency.
• Clients receive dependable technical support, constructive challenge and clear communication, including on difficult decisions, with professional relationships maintained proactively.
• Technical knowledge and claims experience are shared with colleagues, and identified patterns or emerging issues are communicated to appropriate underwriting, biometric and client stakeholders.
• Training, process improvements and project commitments are delivered reliably, with measurable benefits where practical and no unnecessary delay in progressing decisions.

Competencies:

The role requires Munich Re’s core competencies:

• Drives Results and Business Insight (We Think Big);
• Collaboration (We Lead the “We”);
• Client Focus and Cultivates Innovation (We Grow with Our Clients);
• Courage (We Care & Dare);
• Persuades (We Are Clear & Authentic).

Role‑specific behaviours: independent and accountable technical judgement; empathy and fair-minded decision‐making; critical thinking and constructive challenge; commercial and reinsurance awareness; sound prioritisation; clear communication of difficult conclusions; attention to material risk without unnecessary delay; and the ability to influence without formal authority.

Key Skills & Experience:

Essential:

• Substantial experience assessing complex UK protection claims, with strong technical capability in at least two of Life, Critical Illness and Income Protection or Disability claims, and the ability to develop across the others.
• Sound understanding of policy interpretation, medical and functional assessment, financial and occupational evidence, claims investigation, material misrepresentation considerations, and appropriate claims administration and reinsurance principles.
• Ability to make independent, balanced claims decisions, clearly articulate difficult recommendations, challenge constructively and balance fair outcomes, service, technical risk and commercial considerations.
• Experience working with insurers, reinsurers or other external stakeholders and establishing credible professional relationships, including management of complex or disputed technical issues.
• Excellent written communication, analytical, presentation and training skills, including the ability to explain contractual or medical concepts clearly to non‑specialists.
• Strong organisation and prioritisation skills, a commitment to timely delivery, and proficiency with relevant claims, workflow and Microsoft 365 systems.

Desirable:

• Experience within life reinsurance or a senior insurer‑facing claims role, including claims referrals, treaty‑related claims assessment or second‑opinion support.
• Experience delivering claims audits, quality assurance, client training, claims philosophy reviews or claims‑handling process improvements.
• Experience with Group Risk claims, Income Protection rehabilitation or return‑to‑work approaches or claims disputes and complaints.
• Exposure to claims analytics, digital claims solutions, automation, AI‑enabled decision support or participation in tenders, propositions and cross‑functional change projects.

Qualifications and Educational Requirements:

• Relevant professional insurance or claims qualification, such as CII or Claims Diploma, or equivalent demonstrable technical experience.
• Evidence of ongoing continuing professional development and maintenance of current medical, contractual, market and regulatory knowledge.
• Additional medical, legal, underwriting, insurance or risk‑related qualifications are advantageous but not essential.

Thought Leaders: Act as a recognised source of claims expertise and a role model for high standards, sound judgement, fair treatment and reliable delivery. Support colleagues through mentoring, peer review and active knowledge sharing. Demonstrate inclusive behaviour, invite constructive challenge and treat colleagues, clients, claimants and business partners fairly and respectfully. Take ownership of individual technical commitments and work closely with the Operations Manager on audit priorities, capacity pressures and quality actions.

Regulatory & Conduct Requirements: Comply with Munich Re’s Code of Conduct, applicable internal policies, delegated authorities, information security requirements and relevant legal and regulatory obligations. Apply appropriate awareness of UK insurance conduct expectations, fair claims outcomes, vulnerable customers, data protection, confidentiality and applicable industry guidance in client‑facing claims work. Identify and promptly escalate material claims, conduct, operational, data or compliance concerns through established governance channels, maintaining appropriate decision records. Engage with Compliance, Legal and other control functions as required; any direct regulatory engagement is undertaken only where specifically authorised.

Benefits: You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%. We are one of the few employers to offer fully paid 6 months family leave for times when you need it the most.

About us: You will work in an environment where we think big: Change and culture are continuously role‑modelled. We create and articulate a compelling and ambitious shared purpose, vision and direction. We pave the way towards success and see failure as learning. You are going to experience that we care & dare: We are empathetic. We know when to lead and know when to let others lead. We attract, grow and coach future leaders. We communicate in a clear & authentic way: We interact with a positive and humble spirit. We solicit feedback, ask and listen, learn and unlearn. You will grow with your clients: Whatever our role, we support business, in an efficient and effective way, to create value for our clients. We embrace new ways of working using digitalisation to deliver solutions. We lead the We: We have a passion for winning and growing as a team. We inspire people to be capable of joint performance. We create an inclusive environment where different thoughts, generations, cultures and experiences are valued and encouraged. At Munich Re, embracing the power of differences is at the core of who we are. We believe diversity fosters resilience and innovation and enables us to act on our purpose of helping humankind act braver and better. We recognise diversity can be multi‑dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed. If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for! All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.