Head of Claims, Personal Lines

Allianz Partners; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

Allianz Partners Hong Kong is seeking a Head of Claims for Personal Lines to lead the claims function across motor, travel, home and personal accident. You will direct a team of claim professionals, design strategy, ensure timely settlement, and drive customer-focused outcomes in a fast-paced market.

The role requires deep senior leadership experience in general insurance claims, strong analytics, governance, and the ability to partner with underwriting, actuarial, finance and regulators to

Qualifications

• Minimum 15+ years of experience in general insurance claims, with a strong focus on personal lines.
• Significant senior leadership experience managing a claims function or large claims team.
• Proven track record in HK or Asia-Pacific personal lines claims portfolios (motor, property, travel).
• Proficient in claims analytics, reserving methodologies, and loss ratio management.
• Strong communication, negotiation, and stakeholder management capabilities.

Responsibilities

• Define and execute the overall claims strategy for personal lines aligned with business goals.
• Oversee end-to-end claims handling across motor, property, travel and personal accident.
• Lead, develop, and motivate the claims team while managing cost and service quality.
• Ensure compliance with local regulations, governance frameworks, and data privacy.
• Champion digital transformation and data analytics to improve performance and risk.

Skills

Leadership

Stakeholder mgmt

Negotiation

Data analytics

Regulatory compliance

Education

Bachelor's degree in Insurance, Business Administration, Law, Finance

Master's degree or MBA (advantage)

ACII / ANZIIF qualifications (desirable)

Job description

Allianz Partners Hong Kong is a leading local B2B2C insurance solution provider, specialized in consumer lines insurance products and assistance services. Our partnerships include leading global and local brands, and span across automotive, banking, tourism / airline, retail / eCommerce sectors, as well as traditional broker and agency channels.

Our Head of Claims, Personal Lines will oversee and manage the claims operations for the personal lines products, including motor, travel, home, accident, and warranty/specialty products.. As the Head of the department, you will be responsible for leading a team of claims professionals, ensuring efficient and effective claims processing, and delivering exceptional customer service while collaborating closely with other departments to ensure both team’s level and companywide strategic priorities are met.

Key responsibilities include:

Strategic Leadership

• Define and execute the overall claims strategy for personal lines (including motor), aligned with the company's business objectives, profitability targets, and customer experience goals
• Drive continuous improvement in claims processes, leveraging data analytics, technology, and Group practices to enhance efficiency and outcomes
• Develop and manage a team of claim handlers and experts, ensuring cost-effective operations while maintaining service quality and adequate reserving

Claims Operations & Performance

• Oversee end-to-end claims handling across all personal lines products (motor, property, travel, personal accident, etc.), ensuring timely, fair, and accurate settlement of claims
• Monitor and manage key performance indicators (KPIs) such as claims cycle time, settlement ratios, loss ratios, customer satisfaction (NPS), and leakage
• Ensure adequate and accurate claims reserving in line with internal standards and guidelines
• Manage large/complex claims and catastrophe events, ensuring appropriate escalation, decision-making, and communication protocols are in place
• Lead claims fraud detection and prevention initiatives, implementing robust anti-fraud frameworks, tools, and investigation processes
• Negotiate and manage relationships with third-party service providers, including loss adjusters/surveyors, repair networks, legal panels, and other providers to optimise cost and quality
• Drive claims cost containment strategies while maintaining fair and customer-centric outcomes

People & Stakeholder Management

• Lead, develop, and motivate the claims team, fostering a high-performance culture with a focus on technical excellence, accountability, and employee engagement
• Build and maintain strong relationships with internal stakeholders (underwriting, actuarial, finance, legal, account management) and external partners (regulators, brokers/partners, reinsurers)
• Recruit, train, and develop claims talent, ensuring succession planning and continuous professional development across the team

Compliance & Governance

• Ensure full compliance with local regulatory requirements, industry codes of practice, and internal governance frameworks
• Maintain robust claims governance, including authority matrices, audit readiness, and adherence to data protection and privacy regulations
• Represent the claims function in regulatory audits, board reporting, and senior management forums
• Champion digital transformation within the claims function, including automation, AI-assisted decision-making, self-service capabilities, and straight-through processing
• Leverage data and analytics to identify trends, improve decision-making, and proactively manage claims performance and emerging risks

Required Qualifications:

• Bachelor's degree in Insurance, Business Administration, Law, Finance, or a related discipline; a Master's degree or MBA is an advantage
• Professional insurance qualifications such as ACII (Chartered Insurance Institute), ANZIIF (Australian & New Zealand Institute of Insurance and Finance), or equivalent are highly desirable
• Membership or fellowship of a recognised insurance or claims professional body is a plus
• Minimum 15+ years of experience in general insurance claims, with a strong focus on personal lines (including motor, property, travel, and personal accident), including at least 5 years in a senior leadership role managing a claims function or large claims team
• Proven track record of managing a personal lines claims portfolio in Hong Kong or a comparable Asia-Pacific market
• Demonstrable experience in managing motor claims, including bodily injury, third-party liability, and vehicle damage claims under Hong Kong’s regulatory and legal framework
• Familiarity with Hong Kong common law principles as they apply to personal injury, motor liability, and property damage claims
• Proficiency in claims analytics, reserving methodologies, and loss ratio management
• Strong people leadership skills with the ability to build, develop, and motivate a high-performing claims team
• Excellent stakeholder management capabilities - ability to engage effectively with underwriting, actuarial, finance, legal, brokers, and regulators
• Customer-centric mindset with a commitment to delivering fair and timely claims outcomes
• Strong negotiation and decision-making skills, particularly in managing complex or high-value claims
• Ability to drive change and transformation, including digital and process improvement initiatives
• Excellent written and verbal communication skills, with the ability to present to senior management and board-level audiences