Head of Technical Claims

Pro Insurance currently has an exciting new opportunity for a Head of Technical Claims to join our UK Specialist Claims function, which manages legacy UK EL/PL claims. The post holder will be responsible for overseeing the technical function, delivering value-adding technical claims strategy and best practice across Pro’s UK Specialist Claims Team. Pro operates a hybrid working model and the majority of this role will be working from home with travel to a local ELPL hub in Glasgow, Liverpool or Horsham on a weekly basis and other locations when required.

Purpose of Role

The Head of Technical Claims will report directly to the Head of Specialist Claims and shall be responsible for ensuring technical claims strategy and associated best practice guidance across the UK Specialist Claims is offering is appropriate. The post holder will be responsible for the formulation and delivery of Pro’s Value-Add proposition to UK Specialist Claims clients and maintaining a presence in the market to support Pro’s business development objectives.

Responsibilities

• Value Add Strategies
  • Leading by example, using their knowledge of EL/PL claims, the Head of Technical Claims will oversee the creation and delivery of Value-Add strategies e.g., targeted strategies that create value for clients, via:
  • Design and delivery of technical claims handling strategies
  • Development and oversight of market influencing initiatives
  • Managing emergent risks
  • Oversight of QA/QC process
• As Line Manager of the Technical Claims Managers, the post holder will, through the use of data analytics, own the definition and quantification of the Strategic Value-Add strategies and ensure these are disseminated through the teams and managed via internal non-financial referral.
• Working with Technical Claims Managers, the post holder will, through the use of data analytics, agree the targeted Technical Claims Value-Add strategies and manage internal non-financial referral triggers to ensure these are effectively monitored.
• Working with the Specialist Claims Analyst, the post holder will identify the additional data points (Pelican) and viewpoints (PowerBi) necessary to drive insight through data and monitor performance against agreed Value-Add initiatives.

Technical Claims Management

• Horizon planning in terms of strategy and working with Technical Claims Managers and Claims Managers to define training needs and priorities.
• Oversight of delivery of training plans to ensure materials, topics and content are appropriate and delivered.
• Working with Technical Claims Managers, defining and enhancing best practice through the creation of handling guides and ensuring the delivery of appropriate targeted training programmes.
• Contribute to periodic PR campaigns e.g., thought leadership articles, blogs etc.
• Handling a reduced caseload consisting only of the most strategic claims (either because they are key Value-Add deliverables and/or are proceeding to the appeal courts i.e., Court of Appeal or UK Supreme Court) so as to ensure the role holder is able to manage all strategic litigation.
• Maintaining oversight of, through mentoring and supervision of Technical Claims Managers.
• Providing technical advice and guidance to internal colleagues and external clients and prospective.

Quality Assurance

• Carry highest EL/PL claims authority in the team (save for the Head of Specialist Claims).
• Owner of Pro’s UK Specialist Claims Quality Control and Quality Assurance process.
• Ownership of the internal handling limits for the Technical Claims Managers.
• Enhance the ability of the team to perform by completing Quality Audits on Technical Claims Managers and ensuring a peer review/alignment process in place so as to ensure all internal auditors (Technical Claims Managers, Senior Claims Technicians) are auditing to a common standard.
• Providing regular coaching and feedback through internal audits and referrals processes.
• Dealing with first and second-line referrals as defined by the financial and non-financial referral triggers/guidance shared with the team.

Business Development

• Contribute to and manage relevant projects relevant to the team.
• Build upon existing Client and develop new relationships.
• Working with the Head of Specialist Claims and Technical Claims Managers to ensure active participation in all relevant Legacy committees and relevant market consultations e.g., ABI, IRLA, IDCWP, CJC, SICSA, IICSA consultations etc.
• Represent Pro in a Professional manner to both peer and potential marketplace acquaintances.
• Participate as Claims SME in appropriate business development activity.

Skills and experience

• A strong track record in delivery of successful strategic litigation in UK EL/PL market is essential (to include high value/profile claims, test cases and group actions).
• Strong technical background relating to EL/PL claims (to include Disease, Illness and Abuse) is essential.
• Knowledge of the legal system, England & Wales is essential, to include the CPR and relevant pre-action protocols.
• Knowledge of the legal systems in Scotland and/or Northern Ireland.
• Experience of policy interpretation, claims handling, quality assurance, fraud and impacting legislation in respect of own business unit or discipline at a level which enables the provision of strategic decision making and direction.
• Ability to work in a pressurised environment and effective time management with the ability to meet deadlines.
• Adaptable to change.
• Effective communication and key stakeholder relationship management skills.
• Strong relationship building skills and a professional and approachable manner.
• Experience of mentoring and coaching with the ability to provide development advice in a constructive and effective manner.