Head of Claims - Admiral Insurance Gibraltar Limited (AIGL)

About Admiral Insurance Gibraltar Limited (AIGL)

AIGL is part of the Admiral Group, a FTSE 100 financial services group with over 11 million customers, a turnover of £6.1bn (2024) and 15,000 employees.  AIGL is the Group’s largest entity by premium written, underwriting a significant part of motor, household, travel, pet and other lines of the UK business.

Overall Role as Head of Claims - AIGL

As the AIGL Head of Claims Regulated Individual you will manage the overall relationship between AIGL and its outsourced Claims Handlers across all of AIGL’s product lines. You will provide assurance to the AIGL Board that AIGL’s outsourced claims handlers are handling AIGL’s claims with care and due consideration of all relevant legislation including Consumer Duty.

You will have oversight of and remain close to the claims activities undertaken on AIGL’s behalf by the outsourced claims handlers

You will be the key AIGL contact for any regulatory queries/ Thematic reviews in relation to AIGL claims/ claims handling.

Please note this role will require at least 50% of your time to be based in Gibraltar, in Office. Travel and accommodation will be covered for those based outside of Gibraltar.

Key Duties and Responsibilities as AIGL Head of Claims

• Build, manage and nurture effective partnerships with outsourced Claims Handlers (EUI Limited and Able), ensuring alignment with AIGL’s values and customer first approach.
• Provide thoughtful oversight of claims performance across all product lines, ensuring high standards of service and compliance and transmitting best practice across the business.
• Deliver clear, insightful quarterly updates to the AIGL board, highlighting key claims, any key development in the management of those large value claims and an overview of any changes in relevant legislation or practice.
• Serve as a trusted point of contact for any regulatory queries and thematic reviews relating to claims
• Monitor and review claims data and KPIs, identifying opportunities for improvement and proactively managing risks.
• Conduct regular audits and reviews of monthly claims bordereaux and individual claims to ensure quality and consistency in claims handling.
• Oversee and support intermediary partners with complex or high value claims, offering guidance and collaborative decision-making.  
• Approve ex gratia settlements  over £10,000 for UK Motor claims, ensuring fairness and transparency.
• Maintain oversight and monitor (non-Bodily Injury) long-tail claims and surge events (ensuring customers are supported promptly and effectively)  
• Act as the escalation point for significant UK Motor claims or potential loss (Over £10m) 

Strategic and Cultural Leadership

• Champion a customer-centric culture that prioritises fairness, empathy, and positive outcomes in line with Consumer Duty
• Contribute to shaping AIGL’s strategic direction, ensuring the claims function supports broader business goals.
•  Maintain oversight of the end-to-end Claims element of the customer journey, and continually assess, enhance and challenge systems and controls to support a responsive and resilient  Claims Function. 
• Ensure timely, relevant and meaningful  reporting to the AIGL Board and  Admiral Group stakeholders.

Compliance and Professional Development

• Provide oversight and challenge to the management information and reporting provided by AIGL’s outsourced partners and oversee the internal and external communication of relevant areas.
• Lead by example in upholding regulatory  standards in accordance with GFSC Rules and Regulations, and ethical practices, as well as acting in the spirit of applicable regulation as well as acting in accordance with the prescriptive outline.
• Stay informed of regulatory changes and industry best practices, ensuring AIGL remains proactive and compliant.

Key Skills, Qualifications and Experience

• Deep experience in insurance claims management, including handling high-value and complex claims, with a strong understanding of claims processes, KPI’s and Risk Management.
• Familiarity with regulatory requirements in Gibraltar and /or the UK and experience managing regulatory relationships and audits.
• Strong technical knowledge and understanding across the claims landscape, with the ability to oversee, and consolidate, the claims activities undertaken at AIGL and through to the UK businesses.
•  A collaborative mindset with a strong ability to build trusted relationships with partners and stakeholder including TPAs and reinsurers.
• Confidence and credibility to influence and challenge senior leaders across the business while remaining open to diverse perspectives.
• Strong analytical and problem-solving skills, with the ability to assess risks and implement effective controls, as well as evaluate claims data and identify trends or risks.
• Organisational agility and leadership skills to manage complex claims strategies and teams as well as multiple priorities and deadlines with care and precision.
• Exceptional communication and negotiation skills, to collaborate with stakeholders and represent AIGL effectively.
• A commitment to inclusive leadership and a willingness to learn and grow.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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