Claims Quality Analyst - EMEA

Chubb; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global insurance company is seeking a Claims Quality Analyst to join their team in London. This role is crucial for ensuring claims quality across various lines of business. Key responsibilities include conducting reviews, collaborating with stakeholders, and analyzing claims data. The ideal candidate has proven claims handling experience and strong analytical skills. This position offers competitive salary, benefits, and the opportunity to work in a supportive environment.

Benefits

Competitive salary & pension scheme

25 days annual leave plus ability to purchase additional days

Private Medical cover

Employee Share Purchase Plan

Subsidised gym membership

Employee Assistance program

Qualifications

• Specialization in two major lines of business (e.g., A&H, Life).
• Ability to dissect QA data and identify trends.
• Willingness to work across multiple time zones.

Responsibilities

• Ensure compliance with regulatory principles.
• Conduct monthly supervisory reviews and provide feedback.
• Investigate claims from vulnerable customers.
• Analyze monthly claims management information.
• Prepare and participate in technical audits.

Skills

Proven claims handling experience

Ability to analyze QA data sets

Effective interpersonal skills

Experience delivering training

Strong knowledge of MS Office

Excellent time management

Fluency in a second European language

Education

Bachelor’s degree in a related field

Proven insurance-related experience (e.g., ACII/CIP)

Tools

Claims systems

Web-based platforms

MS Excel

Job description

We are seeking aClaims Quality Analystto join our EMEA team. This role is pivotal in ensuring claims quality assurance across our Consumer and Corporate lines of business, including Business Travel and Personal Accident. You will play a key role in investigating customer outcomes, conducting supervisory reviews, analyzing claims data, and driving improvements in claims handling processes.

Reporting directly to theClaims Quality Manager, Accident and Health Europe . The role involves collaboration with internal stakeholders, Third Party Administrators (TPAs), and Assistance Companies to monitor service performance, conduct audits, and deliver actionable insights. Occasional travel may be required for audits and reviews that cannot be conducted remotely.

Key Responsibilities:

• Review and report on the fairness of customer outcomes, ensuring compliance with regulatory principles such as FCA Consumer Duty and ACPR Claims Handling rules, as well as Chubb’s internal CODE standards.
• Conduct monthly supervisory reviews of claims across EMEA, providing feedback to handlers and reviewers, identifying trends, and maintaining a tracker log of recommendations and actions.
• Ensure QA results are calibrated with the EMEA QA team, provide feedback to staff, and design/deliver training as required.
• Investigate areas identified by reviews, such as claims from vulnerable customers, complaints, declinatures, fraud, and customer survey feedback, and report findings to stakeholders.
• Participate in technical audits of claims offices, TPAs, and Assistance Companies, including preparation, case reviews, and reporting.
• Support the Claims Controller in reviewing and updating Claims Best Practices to align with regulatory requirements.
• Analyze monthly claims management information (MI) from TPAs and Assistance Companies, draft reports, and support ad-hoc MI requests.
• Represent the Claims Quality Manager or Claims Controller at Conduct Review meetings and other forums as required.
• Provide expert advice on sensitive or complex claims and support the Customer Relations Manager in complaint cases.
• Investigate and report on activities requested by the EMEA QA team.

Qualifications

• Proven claims handling experience with specialization in two major lines of business (e.g., A&H, Life, Combined, Specialty Personal Lines).
• Ability to dissect QA data sets, identify root causes/trends, and quantify the “cost of non-compliance.”
• Effective interpersonal skills to engage with multinational stakeholders, external partners, and customers.
• Experience delivering training to diverse groups is desirable.
• Strong knowledge of claims systems, web-based platforms, and MS Office, particularly Excel (spreadsheets, charts, pivot tables).
• Excellent time management and ability to work independently or as part of a team.
• Willingness to work across multiple time zones and travel overnight when required.
• Fluency in a second European language is desirable but not essential.

• Bachelor’s degree in a related field or proven insurance-related experience (e.g., ACII/CIP).

We offer in return!

Competitive salary & pension scheme, 25 days annual leave plus ability to purchase 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Employee resource groups, 1 day annual Charitable leave, Employee Assistance program.

Integrity. Client focus. Respect. Excellence. Teamwork

Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.

Diversity & Inclusion. At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.