Location: London
Salary Range: Competitive (dependent on experience)
Reporting to: Assistant Claims Manager
Type: Permanent / Hybrid (subject to business requirements)
Overview:
This role is responsible for managing a portfolio of casualty claims within the London market, including complex and high-impact matters. You will deliver an excellent claims service to customers and brokers, build and maintain key client relationships, and work closely with underwriting stakeholders on claims and wording issues to support profitable account performance. The position offers the opportunity to take ownership, influence outcomes, and contribute directly to a wider claims strategy and service proposition.
Key Responsibilities:
- Manage a designated portfolio of casualty claims, including complex claims, ensuring effective investigation, reserving, strategy, and resolution.
- Deliver a first-class claims service to brokers, clients, and internal stakeholders, ensuring timely, clear communication and strong case management.
- Support oversight and development of less experienced claims colleagues where required, including escalation guidance and peer support.
- Build and maintain nominated client/broker relationships to support service delivery and wider business objectives.
- Partner with Underwriting teams on claims trends, coverage and wording issues, and market-level considerations to support profitable development.
- Ensure fair customer outcomes and commercial decision-making aligned to company values and claims best practice.
- Operate within delegated authority, conduct, and financial crime expectations, escalating appropriately when required.
- Take ownership of personal objectives, performance, and continuous professional development to support the wider claims business plan.
- Maintain accurate files, documentation, and reporting in line with internal standards and market practice.
- Extensive experience handling casualty claims within the London market (Lloyd’s market experience preferred).
- Strong technical understanding of casualty claims handling, policy response, and London market processes and practices.
- Proven ability to manage complex claims with sound judgement, commercial awareness, and a focus on fair outcomes.
- Strong stakeholder and relationship management skills, with the ability to communicate effectively across brokers, clients, and internal teams.
- A collaborative, team-oriented approach with a willingness to support colleagues and take ownership of customer issues.
- Strong analytical thinking and professionalism, with a high standard of file management and attention to detail.
- Competence with standard claims and office tools (e.g., Microsoft Office and relevant London market systems such as ECF).
- Experience supervising, mentoring, or providing oversight to claims adjusters.
- Exposure to claims strategy input at a portfolio level (e.g., trends, insights, underwriting feedback loops).
- Broader familiarity with multiple business classes within specialty insurance.
A well-established London market insurer with a strong reputation for technical claims handling and a collaborative culture. The organisation is committed to delivering high-quality service to brokers and clients while maintaining disciplined risk management. The business continues to invest in its claims capability, processes, and talent to support long-term growth and operational excellence.