Household Head of Large and Complex Claims

Admiral Household (HH) Claims is experiencing significant growth, currently managing over 70,000 claims annually through both digital and voice channels, with a total claims spend exceeding £200 million via cash settlement, item replacement, or supplier-led services and repairs. While many claims involve straightforward, standardized processes, more complex cases—often requiring the coordination of multiple parties—demand advanced technical expertise and smooth third-party interactions to efficiently restore customers’ lives while ensuring shareholder value and regulatory compliance.

In the capacity of HH Head of Large & Technical Claims, your primary objective will be to shape, lead, and continually strengthen Admiral’s in-house technical claims capability, aiming for industry-leading standards within the UK general insurance sector. This strategic role is responsible for securing optimal commercial and customer outcomes by influencing and collaborating with supply chain partners who share our commitment to continuous improvement and are equipped to support both our sustained growth and periods of increased demand.

You will oversee the strategic development of the technical claims operating model, engaging with senior stakeholders across HH and beyond to ensure alignment with regulatory and reinsurer requirements.

You will operate as a key member of the HH Claims Leadership Team, contributing to strategic discussions, change activity, risk management and performance improvements.

Key Responsibilities

• Oversee a new function, reporting directly to the Head of Household Claims as part of the HH Claims Leadership Team, including management of a team of over 70 technical claims specialists (including recoveries, liabilities and engineering).
• Drive the development of the technical mastery across the function, ensuring team members build deep expertise in large and complex household claims.
• Lead a comprehensive strategic review of the HH Technical Claims function to enhance current performance metrics.
• Define a viable program of work to optimize the Technical Claims Target Operating Model through rigorous evaluation and process improvement.
• Build and nurture a high-performing team equipped to deliver best-in-class large and technical claims management.
• Maintain a strong focus on claims cost control, indemnity management and value optimisation.
• Support the future needs of policyholders aligned with growth strategies for the Household product line, ensuring readiness to address inquiries and new claims.
• Develop robust processes for collecting data and generating insights to provide effective performance oversight for the HH Claims and Core leadership teams.
• Continuously seek opportunities to improve claim processing accuracy and settlement speed by collaborating with internal and external stakeholders on the implementation of improvements.
• Ensure that all process enhancements are reflected in improved HH Claims Complaints performance outcomes.
• Manage the definition of future resourcing requirements and budget proposals, ensuring optimal team composition and resource allocation.
• Champion the vision for the end-state technical claims processes across HH and the wider Admiral Group, exploring innovative solutions both internally and industry-wide.
• Serve as the HH authority for validating initiatives designed to enhance customer journeys and outcomes on large or technical claims.
• Collaborate closely with Claims Transformation teams to mutually determine and prioritize key improvement opportunities.
• Foster a “test and learn” culture that enables rapid and safe evaluation and implementation of new solutions.
• Remain informed of emerging trends, proactively recommending and executing new initiatives to continuously strengthen capabilities and ensure business resilience.
• Ensure effective identification, management and communication of risks across the technical claims area.
• Strengthen controls, audit readiness, and compliance through robust technical processes and decision frameworks.

Essential Skills

• Extensive knowledge and senior-level experience managing Large & Technical Household Claims functions.
• Demonstrated success in advising and influencing senior leaders.
• Proven ability to operate independently and effectively within ambiguous or evolving scopes of work.
• Strategic thinker and effective problem solver with a persistent drive to achieve change.
• Strong numeracy skills and the ability to communicate clearly and persuasively at all organizational levels, particularly under pressure.
• Exceptional listening skills and the ability to interpret critical information in time-sensitive situations.
• Confidence and professionalism in challenging key stakeholders, always maintaining a forward-looking perspective.
• Clear and precise articulation of decisions and outcomes.

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.

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email sophie.smith-phillips@admiralgroup.co.uk or contact us on 07795897162. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.

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