Head of Claims

Company Overview

Our client is an AI-driven Third-Party Administrator (TPA) revolutionizing claims management worldwide. Backed by esteemed investors like Y Combinator, Atomico, and Eurazeo, they operate claims for leading MGAs, public companies, and prominent insurers across the US, UK, and Europe. Their approach integrates expert claims professionals with proprietary AI to ensure rapid resolutions, minimize leakage, and provide empathetic customer experiences across various lines including auto, property, travel, gadget, pet, renters, and liability.

Key Responsibilities

• Rebuild claims operations from the ground up by simplifying workflows, escalation protocols, quality assurance systems, and governance to remove complexity and bottlenecks.
• Develop scalable, standardized claims procedures across multiple products and global regions.
• Collaborate closely with product and engineering teams to automate claims workflows and continuously enhance operations using advanced AI technologies.
• Define and enforce technical claims handling standards for auto, property, liability, travel, renters, and specialized insurance products.
• Establish governance frameworks for complex, high-risk, litigated, or precedent-setting claims.
• Personally review and make final decisions on challenging or high-value claims.
• Drive improvements in key metrics including leakage reduction, fraud prevention, recoveries, and audit performance.
• Recruit, mentor, and develop high-performing claims handlers, team leads, and quality assurance specialists.
• Create coaching programs, calibration frameworks, and structured technical training to elevate team expertise.
• Foster a culture of high standards, ownership, and urgency.
• Serve as the senior claims expert in strategic meetings with partners, customers, and carriers, supporting client onboarding, audits, escalations, and executive insurer discussions.
• Build strong, trusted relationships with carriers, MGAs, brokers, and key enterprise partners.

Outcomes You Will Own

• Ensuring overall claims quality, technical accuracy, and governance across all client accounts.
• Reducing leakage and fraud, improving litigation outcomes.
• Managing SLA adherence, backlog, and minimizing complaint rates.
• Maintaining high QA and external audit scores and optimizing recoveries.
• Building a talented, high-retention claims team.

Qualifications and Experience

• 7 to 15 years of in-depth claims experience, especially in auto, property, and liability.
• Proven success in fast-paced startup or scale-up environments.
• Strong leadership background managing technical governance and claims teams.
• Expertise in leakage control, fraud detection, litigation risk, recoveries, and robust quality assurance systems.
• Comprehensive knowledge of regulatory and compliance standards integrated within operations.
• Legal background is highly desirable.

Ideal Candidate Attributes

• Passion for rebuilding inefficient legacy systems rather than maintaining them.
• Strong commitment to operational excellence with comfort in making tough decisions under pressure.
• Hands-on approach, including direct claims review when needed.
• High energy, speed, and urgency in execution.
• Preference for clear ownership and decisive action over administrative complexity.

Benefits and Additional Information

• Highly competitive salary ranging between $150,000 and $200,000 (or £110,000 to £150,000) annually.
• Equity participation to share in company growth.
• Visa sponsorship available for UK Skilled Worker visa holders.
• Generous paid leave: 28 days plus bank holidays in the UK, 20 days in the US.
• Annual flexibility to work remotely for 30 days.
• Comprehensive private health insurance.
• Pension contributions compliant with UK auto-enrolment or regional equivalents.
• Company culture includes regular offsites and the chance to contribute to a category-defining company.

Location and Work Conditions

This full-time role requires in-person presence five days per week at offices located in London (UK), New York (US), or an upcoming office in Dallas (US).

Equal Opportunity and Data Privacy

The company maintains strict commitment to equal opportunities, accessibility, and non-discrimination throughout recruitment and employment. They provide reasonable accommodations upon request and safeguard candidate data in compliance with privacy laws, sharing information only when necessary for recruitment.