Major and Complex Claim Manager

Job Title: Major & Complex Claims Manager – Household

Location: Field Based - South

Employment Type: Permanent

AA Summary Think the AA is just about roadside assistance? Think again! As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team.

This is the job

As our Major & Complex Claims Manager, you’ll take the lead on some of our most significant and challenging Household claims, while helping to shape the strategy and performance of our Major and Complex Loss function. You’ll manage a portfolio of high-value and complex property claims exceeding £100,000, overseeing cases from initial notification through to resolution, including validation, reserving and settlement negotiation. Working closely with the Supplier Performance Manager, Claims colleagues and our supplier network, you’ll drive strong performance across key partners including surveyors, restoration specialists and repair contractors. You’ll identify opportunities for continuous improvement, strengthen cost control, quality and customer outcomes, and use your technical expertise to support and develop claims capability across the wider Household Claims team.

What will I be doing?

• Managing your own caseload of large and complex Household property claims from notification through to resolution.




• Conducting site visits for large and complex claims, agreeing clear claims plans with customers, surveyors, contractors and other key stakeholders.




• Working closely with the Supplier Performance Manager to develop best practice, improve processes and strengthen service and spend control.




• Maintaining accurate reserves, providing timely updates on movements and ensuring clear case-specific claim and adjustment summaries are recorded.




• Authorising claims payments within agreed authority limits, ensuring appropriate controls and supporting documentation are in place.




• Developing technical strategies to effectively manage indemnity spend, particularly across complex claims involving multiple stakeholders.




• Providing technical expertise and acting as a subject matter expert for colleagues handling complex property and building claims.




• Monitoring market, regulatory and legislative developments to ensure claims strategies remain relevant, compliant and effective.




• Identifying potentially fraudulent or dishonest claims activity and working with specialist teams to ensure appropriate investigation and referral.

What do I need?

• Strong experience managing major and complex Household property claims, including high-value losses exceeding £100,000.




• Extensive knowledge of fire, escape of water and other wet peril Buildings and Contents claims.




• Thorough knowledge of domestic building construction, common property defects and appropriate repair solutions.




• Sound understanding of drying and restoration techniques within domestic properties.




• Strong technical capability in assessing complex claims, determining appropriate outcomes and controlling indemnity spend.




• Excellent stakeholder management skills, with the ability to build strong relationships with customers, suppliers and senior stakeholders.




• Commercial awareness with a strong understanding of claims costs, supplier performance and effective spend control.




• Confident decision-making skills with the ability to resolve complex problems and deliver practical, customer-focused outcomes.




• Strong communication skills with the ability to explain complex technical matters clearly and confidently.




• Proactive approach with the ability to work independently, manage competing priorities and take ownership of claims through to resolution.

Benefits

• 25 days annual leave plus bank holidays + holiday buying scheme




• Worksave pension scheme with up to 7% employer contribution




• Free AA breakdown membership from Day 1 plus 50% discount for family and friends




• Discounts on AA products including car and home insurance




• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more




• Company funded life assurance




• Diverse learning and development opportunities to support you to progress in your career




• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications.