Claims Controller - Conduct

Chubb; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Claims Controller to enhance compliance and customer outcomes in the insurance sector. This role involves overseeing the Claims Conduct and Customer Outcomes Framework, ensuring adherence to regulatory standards while improving customer journeys across multiple territories. You'll collaborate closely with senior management and provide guidance to claims teams, making a significant impact on operational excellence. With a commitment to integrity and teamwork, this role offers a rewarding opportunity to contribute to a leading global insurance provider's mission of delivering exceptional service.

Benefits

Non-Contributory Pension

Annual Bonus Scheme

Private Medical Cover

Employee Share Purchase Plan

Life Assurance

Subsidised Gym Membership

25 days Annual Leave

Cycle to Work Scheme

Charitable leave

Active Sports & Social Committee

Qualifications

• ACII or Dip CII qualified and studying towards ACII.
• Knowledge of UK and European insurance regulatory regimes.
• Effective communication and interpersonal skills.

Responsibilities

• Support the management of Claims Conduct and Customer Outcomes Analysis.
• Act as a central point of contact for claims conduct questions.
• Manage Claims Conduct and Customer Outcomes Documentation.

Skills

Knowledge of UK and European insurance regulatory regimes

Claims handling experience

Effective communication skills

Analytical and interpretation skills

Project management skills

Education

ACII or Dip CII qualified

Tools

MS Office

Multiple claim systems

Web-based systems

Job description

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Job Description

Are you ready to play a key role in ensuring compliance and enhancing customer outcomes within the insurance industry? If you are detail-oriented, proactive, and committed to delivering exceptional customer outcomes in a regulatory environment, we want to hear from you!

This role focuses specifically on claims conduct, ensuring adherence to regulatory standards, internal policies, and best practices to promote optimal customer outcomes. Reporting to the A&H Quality Claims Manager and working closely with the Head of Claims Governance and Conduct and the Claims Controls Manager, the role is responsible for supporting the delivery of the Claims Conduct and Customer Outcomes framework across UKISA and CE within the broader Claims governance and oversight framework and for associated Claims Quality Assurance (QA) activities for certain Consumer Lines of Business (A&H/Life/Combined) as well as Corporate Business Travel and Personal Accident.

As a Claims Controller - Conduct, you will be responsible for overseeing the Claims Conduct and Customer Outcomes Framework. You will work closely with senior management to ensure compliance with internal policies and regulatory requirements, improving the overall customer journey across multiple territories across our EMEA region.

Key Responsibilities

1. Claims Conduct and Customer Outcomes Analysis, MI and Reporting. Support the A&H Quality Claims Manager in the management of Claims Conduct and Customer Outcomes Analysis, MI and Reporting.
2. Support the A&H Quality Claims Manager in the management of Claims Conduct and Customer Outcomes Internal and Regulatory Review and Reporting.
3. Act as a central point of contact for claims conduct and customer outcome questions across the UK&I and CE providing support, mentorship and guidance to claims teams and responding to requests from the wider business.
4. Responsible for the management of Claims Conduct and Customer Outcomes Internal and Regulatory Review and Reporting with support from the A&H Quality Claims Manager.
5. Responsible for the management of Claims Conduct and Customer Outcomes Documentation with support from the A&H Quality Claims Manager.
6. Support the A&H Quality Claims Manager in the management of the Claims Conduct and Customer Outcomes Framework.

Qualifications

• ACII or Dip CII qualified and studying towards ACII.
• Knowledge of UK and European insurance regulatory regimes and experience in first line conduct/compliance in an insurance company.
• Knowledge of Insurance Industry and claims handling, with technical claim adjusting experience.
• Ability to learn and adapt to new product lines.
• Effective communication (written and oral) and interpersonal skills to be capable of dealing with a diverse group of multinational internal stakeholders, external partners and customers.
• Fluent in second European language (desirable).
• Excellent time management, organizational and project management skills.
• Demonstrated knowledge of, and experience with, software applications, including multiple claim systems, web-based systems, and MS Office.
• Strong analytical and interpretation skills.
• Flexibility to work within multiple time zones.

What can you expect in return?

• Competitive Salary, Non-Contributory Pension & Annual Bonus Scheme.
• 25 days Annual Leave plus ability to Purchase 5 Additional Days.
• Private Medical Cover, Employee Share Purchase Plan, Life Assurance & Subsidised Gym Membership.
• Learning & Development Offerings, Networking, Mentoring & Development Opportunities.
• 1-day annual Charitable leave, Cycle to Work Scheme, Active Sports & Social Committee, Employee Assistance Program.

Core Values & Diversity

Our core values dictate how we live and work: Integrity, Client focus, Respect, Excellence, and Teamwork. We’re committed to an ethical and honest workplace that values mutual trust and respect.

At Chubb, we embrace diversity and inclusion, treating everyone with fairness and respect regardless of age, disability, race, religion, gender, sexual orientation, marital status, or family circumstances. For more information, visit: Diversity & Inclusion.

We provide reasonable accommodations for individuals with disabilities during the application and employment process. Please contact us to request accommodation.

About Us

Chubb is a global leader in insurance, operating in 54 countries. We offer a wide range of insurance products and services, backed by financial strength, underwriting expertise, and excellent claims handling.