The Deputy Head of Claims will be responsible for leading and managing the claims team, ensuring operational efficiency, continuous process improvements, and maintaining high standards of customer service. This role will play a crucial part in claims strategy development, team development, and enhancing claims management processes to align with the company’s business objectives.

1. Leadership & Team Development:

• Lead, mentor, and develop the claims team, ensuring a high level of engagement and performance.

• Support the Head of Claims in defining strategic priorities and ensuring smooth execution.

• Conduct regular training sessions to enhance claims handling capabilities and professional growth.

• Foster a collaborative work culture that aligns with company values and objectives.

2. Claims Management & Process Improvement:

• Oversee the end-to-end claims process, ensuring efficiency, accuracy, and compliance with internal policies and regulatory requirements.

• Drive continuous process improvements to streamline claims handling and reduce turnaround time.

• Monitor claims trends and analytics to identify areas for improvement and cost control.

• Implement and maintain best practices in claims assessment, fraud detection, and risk mitigation.

3. Customer Experience & Dispute Resolution:

• Ensure prompt, fair, and transparent claims settlements to enhance customer satisfaction.

• Act as an escalation point for complex claims cases, ensuring swift and fair resolutions.

• Collaborate with customer service teams to address claims-related inquiries and disputes.

4. Compliance & Risk Management:

• Ensure all claims handling processes comply with regulatory and legal requirements.

• Work closely with internal audit and risk management teams to mitigate claims-related risks.

• Develop and implement fraud detection mechanisms to prevent and identify fraudulent claims.

5. Stakeholder Collaboration:

• Work closely with underwriting, survey & Engineering, reinsurance, legal, finance and sales teams to ensure alignment in claims management.

• Establish and maintain relationships with brokers, agents, adjusters, and external partners to facilitate claims handling.

• Support the Head of Claims in preparing reports and recommendations for senior management.

• 5+ years of experience in general insurance claims management, with at least 2+ years in a leadership role.

• Strong technical expertise in claims assessment, policy interpretation, and regulatory compliance.

• Proven ability to lead teams, develop talent, and drive operational improvements.

• Excellent analytical, negotiation, and decision-making skills.

• Strong interpersonal and communication skills, with the ability to engage with executives, clients, and industry stakeholders.

• Proficiency in claims management systems and digital claims processing tools.