Head of Claims Oversight - AIGL (Admiral Insurance Gibraltar Limited)

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 UK business. The team is proud to have been voted Admiral’s best small support function in 2025.

Overall Role as AIGL Head of Claims Oversight

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 acting with care and due consideration of all relevant legislation including Consumer Duty. You will have functional oversight of the claims operations, collaborating with the respective heads-of claims in the business who have management responsibility for those activities.

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

Key Duties and Responsibilities as AIGL Head of Claims Oversight

• Lead and maintain effective oversight of outsourced claims handlers (e.g. EUI Limited, Able Limited), ensuring alignment with AIGL’s values and a customer-first approach across all product lines.
• Monitor claims performance and data, including KPIs and monthly bordereaux, identifying risks and opportunities for improvement, and ensuring consistent quality in claims handling—especially during surge events such as storms.
• Provide strategic guidance and support on complex or high-value claims, including intermediary partner collaboration and approval of UK motor ex gratia settlements over £10,000.
• Maintain oversight of long-tail (non-Bodily Injury) claims and act as the escalation point for significant UK motor claims or potential losses exceeding £10m.
• Deliver clear, insightful quarterly updates to the AIGL Board, covering key claims developments, legislative or practice changes, and overall claims performance.
• Serve as a trusted contact for regulatory queries and thematic reviews, ensuring compliance with GFSC rules and ethical standards, and proactively adapting to regulatory changes and industry best practices.
• Champion a customer-centric culture that prioritises fairness, empathy, and positive outcomes in line with Consumer Duty, while ensuring the claims function supports AIGL’s broader strategic goals.
• Continuously assess and enhance systems and controls across the end-to-end claims journey to maintain a responsive and resilient function.
• Oversee and challenge management information and reporting from outsourced partners, ensuring timely, relevant, and meaningful communication to internal and external stakeholders.

What you bring

• 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 its intermediaries
• 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
• 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

Please note - we may close this vacancy early if we receive lots of applications or business priorities change.

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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