Head of Claims

Start date: Immediately DOE London

Role Summary

We are recruiting for a Head of Claims to join our leading global MGA Rokstone Underwriting. As the Head of Claims, you will be responsible for leading all claims activities across Rokstone’s global operations:

  • Day to day management and oversight of the Claims teams (including US, Bahrain),

  • Claims processing/workflow and KPIs

  • NAT CAT management, planning, and reporting,

  • Working with Rokstone’s Actuarial team regarding Rokstone’s reserving methodology.

  • Claims MI and Reporting

Claims are the ‘shop window’ for the Group, and the Head of Claims is responsible for ensuring that Rokstone’s clients receive a first class  service.


  • Work with the Group Head of Claims to upgrade Rokstone’s Claims Philosophy, Claims Guidelines, and Lloyd’s Minimum Standards (where applicable), meeting the service levels set out therein to ensure an exceptional client experience;

  • Work with the Chief Operating Officer and Group Head of Claims to upgrade Rokstone’s claims operating model, including system upgrades, workflow/claims management systems, and claims MI;

  • Develop, implement and maintain a Claims control framework as part of the Rokstone claims procedures;

  • Handle significant and complex claims to bring them to a timely and effective resolution and take technical referral of claims above authority from the claims teams;

  • Identify events impacting our Rokstone book, work with underwriters, exposure management, and actuarial to ascertain potentially impacted policies, and calculate best estimates to reserve based on our potential exposure to specific events;

  • Lead our NAT CAT Event Response Committee and play a key role in assessing best estimates for the major event across all our classes;

  • Monitor (re)insurance and other press/publications for events and Market losses;

  • Maintain strong relationships with other insurer/reinsurers, brokers, solicitors, and adjusters to be able to obtain claims information on Market losses and events;

  • Report to Group Head of Claims, Senior Management, underwriters, and actuaries on events impacting Rokstone, significant claims and material developments including the completion of major event reports and monthly report;

  • Work closely with the actuarial team in its quarterly reserving process providing input into the adequacy of IBNR provisions and ultimates and the reserve reports for the Claims and Reserving Committee and Underwriting Committee;

  • Prepare reports for Rokstone Board and Exco on claims movements, performance metrics, and control environment;

  • Liaise with the outward reinsurance team to be fully informed as to potential recoveries and able to assist the outward RI team with the provision of information to reinsurers;

  • Communicate with Lloyd’s as necessary regarding the reliability and accuracy of best estimates;

  • Analyse claims developments on events against best estimates and exposure analysis to feedback on to the Group Head of Claims, Senior Management and underwriters including share of market exposure and lessons learned;

  • Be the principal claims representative for Rokstone, attend internal underwriting meetings, and provide feedback to the Group Head of Claims;

  • Proactively and continually seek to identify and implement improvements to streamline claims processes, procedures, and systems to drive efficiency whilst promoting best practice and reduce the level of manual or non-value-added tasks undertaken by claims handlers;

  • Coordinate peer review process for claims and implement any enhancements to the claims adjusting process following any significant findings;

  • Assist with both internal and external audits;

  • Any other work as may be assigned by the Group Head of Claims.


 Role Requirements

  • Insurance qualifications e.g. CII (Desirable);

  • Experience in (re)insurance claims management systems;

  • Extensive experience of Lloyd’s or Company (Re)insurance Market as a (Re)insurance Head of Claims or Deputy/ Claims Manager working across various classes of business and handling and overseeing complex claims and Catastrophe events;

  • Experience in assessing best estimates of aggregate exposure to events across various classes of business, leading Catastrophe response to major events, and reporting to Claims and Underwriting Committees on initial estimates and subsequent developments;

  • Strong Team manager with the ability to lead, inspire, drive change, streamline processes and innovate;

  • Ability to understand and apply regulatory and legal requirements in the context of the claim;

  • Detailed knowledge of claims life cycle and ability to develop best practices with claims experience;

 Skills & Abilities

  • Exceptional technical expertise and analytical skills;

  • Exceptional verbal and written communication skills;

  • Superior ability to solve problems and make decisions with limited direction/consultation;

  • Ability to manage a team of internationally-based people;

  • Proven leader with the ability to motivate and influence people to drive change;

  • Microsoft Word, PowerPoint, Excel and Outlook competence;

  • ECF and other Lloyd’s/ market claims systems;

  • Proactive self-starter who is results orientated;

  • Ability to anticipate problems/issues before they happen;

  • Ability to develop excellent working relationships with a variety of internal and external stakeholders.

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