Technical Claims Technician (Consultant)

ARAG plc; Caerphilly; On-site; GBP 42,000 - 62,000; Full time

Job summary

ARAG plc is seeking a forward-thinking Technical Claims Consultant to join our Technical Excellence function in the UK. You will combine technical claims knowledge with data-driven insight to drive performance, capacity planning and responsible AI use across Claims.

You will work with Technical Claims Managers and the Head of Technical Claims to translate data into actionable guidance, monitor KPIs and support continuous improvement that enhances service and customer outcomes.

Qualifications

• Technical claims knowledge and understanding of claims handling activities.
• Experience analysing operational or claims data and producing MI.
• Strong Excel skills and ability to learn MI systems.
• Understanding capacity planning, workflow demand and utilisation.
• Interest in AI, automation and digital improvement with governance awareness.
• Proven communication, stakeholder management and influencing skills.
• Ability to manage multiple priorities and meet deadlines.
• Continuous improvement mindset with practical approach.

Responsibilities

• Provide technical guidance on claims decisions and policy interpretation.
• Conduct claims audits and provide technical oversight.
• Identify opportunities to improve handling, reduce leakage and improve outcomes.
• Monitor regulatory developments and translate to practical recommendations.
• Support training, knowledge sharing and capability development.
• Build trusted relationships and influence stakeholders across the business.
• Develop, monitor and report on Claims KPIs and performance.
• Analyse costs, volumes, trends and operational performance.
• Use MI to identify risks and improvement opportunities.
• Support capacity planning across Claims.
• Collaborate with Claims, Data, IT, Risk and Change on AI use cases.
• Encourage adoption of new technology with appropriate governance.

Skills

Technical claims knowledge

Data analysis

Excel skills

MI systems familiarity

Capacity planning

AI awareness

Stakeholder management

Time management

Education

Dip CII

Tools

Cognos

Power BI

Job description

We are looking for a forward-thinking Technical Claims Consultant to join our Technical Excellence function. This is an influential role within Claims, combining strong technical expertise with a bias towards management information, capacity planning and the responsible adoption of AI and digital tools.

You will work alongside Technical Claims Managers and the Head of Technical Claims, using your knowledge and analytical skills to identify trends, improve performance and help ensure Claims capability meets changing customer and business needs.

This role offers the opportunity to make a visible impact across the Claims function. You will translate claims data into clear, actionable insight; support informed decisions on workload and resources; and help identify practical opportunities for AI, automation and digital tools.

You will also provide technical oversight and guidance, contribute to continuous improvement and support the delivery of a market-leading claims service that provides great service and value for customers.

What You Will Be Doing

Technical Claims Excellence

• Provide technical guidance on claims decisions, policy interpretation and complex referrals.
• Conduct claims audits and provide appropriate technical oversight.
• Identify opportunities to improve claims handling, reduce leakage and strengthen customer outcomes.
• Monitor regulatory, legislative and industry developments and translate them into practical recommendations.
• Support training, knowledge sharing and the development of claims capability.
• Build trusted relationships and influence stakeholders across the business.
• Develop, monitor and report on Claims KPIs and performance measures.
• Analyse claims costs, volumes, trends, leakage, declinatures, customer outcomes and operational performance.
• Use management information to identify emerging risks, performance gaps and opportunities for improvement.
• Support the development and effective use of MI tools, including Cognus, Power BI and Excel.
• Analyse claims volumes, workflow demand, productivity, resource utilisation and operational performance.
• Support short, medium and long term capacity planning across Claims.
• Work collaboratively with operational leaders to improve efficiency, prioritisation and workflow management.
• Monitor the impact of operational, regulatory, product and market changes on future capacity requirements.
• Work with Claims, Data, IT, Risk, Compliance and Change stakeholders to identify valuable and practical use cases for AI and Digital Tools.
• Help colleagues understand and confidently adopt new technology while maintaining appropriate human oversight and governance.

You will be an analytical and commercially aware claims professional who can combine technical claims knowledge with curiosity, sound judgement and a practical approach to change.

You will be comfortable working with data, asking the right questions and explaining what the information means for customers, colleagues and the business. You do not need to be a data scientist or AI developer, but you should have a genuine interest in how insight and emerging technology can improve Claims.

Essential Knowledge and Experience

• Technical claims knowledge and a thorough understanding of claims handling activities.
• Experience of analysing operational or claims data and producing meaningful management information.
• Strong Excel skills and the ability to learn relevant MI systems.
• An understanding of capacity planning, workflow demand, productivity or resource utilisation.
• An interest in AI, automation and digital improvement, with an awareness of the importance of responsible governance.
• Proven communication, stakeholder management and influencing skills.
• The ability to manage multiple priorities and deliver high quality work to deadlines.
• A continuous improvement mindset and willingness to take a practical, hands‑on approach.

Desirable

• Experience using Cognos and/or Power BI.
• Experience of operational forecasting, workforce planning or capacity modelling.
• Experience supporting AI, automation, system development or digital change.
• A relevant professional qualification, such as the Dip CII.

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It's our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.

We have always been aware that it's the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we're committed to creating a great place to work for our employees.

We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career.

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.