Head of Technical Travel Claims

This is a new and exciting opportunity to join us to lead and manage our technical claims team. Reporting to the Head of travel claims and being part of the senior travel claims management team, the role is responsible for building and executing plans that ensure we have market leading performance in relation to medical assistance claims both from a customer service and cost control perspective.

The majority of claims are currently managed through a third party provider and you will work with your team to ensure that we have strong oversight on performance through MI and audits, manage claims that fall outside of delegated authority and ensure we implement working practices that help to deliver the best customer/cost outcomes.

As part of the senior management team you will also be a valued voice in helping to develop our long term strategy of the handling of travel claims as a whole.

We are ideally looking for someone who has experience in the travel medical assistance arena. You will be an ambitious and enthusiastic person who can lead a team and work closely with suppliers whilst also being good at sharing your knowledge with others.

Main duties

• Build and develop relationships with the claims suppliers involved in management of medical assistance claims ensuring robust management of TPA performance from a customer and cost perspective.
• Lead the technical claims team responsible for the decision making of claims outside of supplier delegated authority (this includes technical handlers and nurses).
• Develop and implement audit and governance procedures to ensure suppliers deliver strong performance in relation to customer support and cost control.
• Help to develop detailed reports and MI to gain the necessary insight on performance of medical claims including claims spend, medical inflation and work closely with pricing team to ensure prices reflect current and future changes in performance.
• Be a technical referral point to claims over £100k including liaising with reinsurers where required.
• Identify new and innovative solutions and implement test and learn approach to help reduce average cost of medical claims and to improve customer experience.
• Lead regular review meetings with suppliers and ensure packs are produced in a timely manner for stakeholder review.
• Stay up to date with developments in the travel insurance market to understand potential challenges on the horizon e.g. overseas medical care arrangements, competitor developments in respect of medical claims handling, understanding emerging companies who are offering new and innovative offerings and attending relevant conferences is part of the role.
• Actively share your knowledge of the market and processes and procedures with others to develop those around you.
• Managing and updating key stakeholders on large value claims to ensure impacts are understood quickly and be able to influence decision making to ensure we get to the right outcomes particularly on contentious cases such as those in the media.

Experience and qualifications required

• At least 5 years travel claims experience ideally within a medical assistance environment with at least 3 years at management/senior management level.
• We are looking for an experienced Technical Claims Operations Manager.
• Experience of managing and improving processes and procedures.
• Strong interpersonal skills and stakeholder management experience.
• Ability to drive performance from a team.
• Excellent written and verbal communication skills.
• Good computer literacy, candidates should possess good Microsoft office skills, including Word, Excel, Outlook, Power Point and Project.
• A strategic thinker capable of implement new and innovative solutions for long term gain.
• Great organisational skills and use of initiative.
• The ability to work to tight deadlines and therefore be able to prioritise a workload effectively.
• Strong technical capabilities in the context of travel insurance market.

Additional Information

• We will review your CV within 5 working days of application and get back to you.
• We have a Hybrid approach to work remote working, 1-2 days per week in our Cardiff office (or more if you prefer).
• We will give you everything you need to work comfortably from home.
• Please note - we may close this vacancy early if we receive lots of applications or business priorities change.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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