Commerical & Consumer Claims Manager UK

Who We Are

Rokstone, part of the Aventum Group, is an established international underwriting MGA and approved Lloyd’s of London coverholder, where we also hold a Lloyd’s Box. With innovation at our core, we go beyond the ordinary to offer brokers specialised (re)insurance solutions. Within Rokstone, we house specialist MGAs such as Novus, iSure and iFarm, each contributing to our commitment to redefining industry standards.

At the heart of Aventum are our people. Our employees collaborate in dynamic, service-focused teams. Together, we strive daily to achieve our goals and objectives with a shared dedication to revolutionising the insurance industry for the better.

The Company offers a competitive benefits package via a flexible benefits platform. In addition to core benefits, employees can tailor their benefits according to their individual needs.

Employee development is key to the ongoing development of Aventum on the whole. We invest in our people, empowering them to grow their careers and advance within the Group. Our dynamic culture is rooted in the continuous desire of our people to learn and challenge themselves. 

Role Summary

We are recruiting for a Commerical & Consumer Claims Manager to join our leading global MGA Rokstone Underwriting. As the Commercial & Consumer Claims Manager, you will be responsible for leading the Claims team and proposition for all UK Commercial and Consumer lines of business.

Role Accountabilities

Leading a team

  • Lead an existing team of in-house technical specialists.

  • Identify and recruit new in-house technical experts across the UK Commercial and Consumer lines of business as appropriate.

Strategy and Business Planning

  • Develop and build out a Claims strategy and TOM in line with the overall strategic objectives and business plans of the UK Commercial and Consumer business units.

Third-Party Management

  • Adhere to Rokstone procedures for the selection and retention of TPAs and manage relationships to the benefit of Rokstone.

  • Hold ownership and accountability for delegated relationships as needed including appropriately managing escalation of items from delegated partners.

  • Review TPA performance data consistency with claims service requirements, claims best practices, and financial goals on a periodic basis.

  • Conduct file reviews or audits as required, and resolve any issues identified.

  • Provide feedback on a regular and proactive basis regarding the claim actions undertaken by the TPA.

  • Propose strategies for future claims handling, review case reserve adequacy, and ensure the TPA remains focused on claim finalisation.

Claims Portfolio Management

  • Manage a Claims Portfolio across various product lines.

  • Review individual claims within the portfolio on a regular basis and ensuring reserves and claims records are maintained in a timely manner as required by Rokstone claims controls and standards.

  • Identify issues and trends in the portfolio, consult management/peers if required, and take appropriate and/or corrective action.

Working with Underwriters

  • Contribute to business development and renewal opportunities by attending client meetings to provide inputs regarding the Rokstone claims philosophy and claims handling approach. Provide inputs to client meetings regarding specific claims issues.

  • Provide input to underwriters on review of potential or existing insured’s claims experience.

  • Identify claims trends and developments and communicate their potential impact on the book.

  • Identify wording issues and suggest policy wording improvements.

Authority & Minimum Standards Observance

  • Operate within approved claims authorities at all times.

  • Maintain a thorough knowledge of industry regulations and minimum standards.

  • Ensure compliance with the regulations and Rockstone’s claims control standards and protocols.

Operational

  • Ensure the management of claims conforms to the agreed standardised processes and use of shared service functions as appropriate.

  • Contribute to the commitment and active development of a continuous improvement culture within the overall claims function.

Stakeholder Relations

  • Work proactively to develop and manage strong relations with key capacity providers, brokers, insureds, and all internal and external partners.

  • Promote the Rokstone brand of excellence and professionalism in client service.

Role Requirements

  • Claims management process in the UK Commercial / Consumer segment.

  • Over 5 years’ experience working within claims.

  • Working for an insurer, Lloyd's syndicate or MGA

  • Working knowledge of FCA Conduct rules.

  • Experience working with Senior Underwriters and specialising in various product lines.

  • ACII qualification is desirable.

Skills and Abilities

  • Excellent verbal and written communication skills.

  • Ability to multi-task, manage conflicting priorities and work well under pressure.

  • Able to build trust by operating with integrity and professionalism.

  • Flexibility and willingness to take on additional responsibilities and work.

  • Professional approach with an outcome-focused and positive attitude.

  • Mentoring ability to assist in the development and growth of the claims team.

  • Self-motivated and enthusiastic.

  • Team worker with the ability to work on own initiative.

  • Solid data entry skills with the ability to identify numerical errors.

  • Positive attitude.

  • Excellent attention to detail.

Management Duties

  • No

We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire our industry's finest people because the best people drive the best outcomes. And we forever challenge the status quo because we know there are always ways to improve things. Because together, we're limitless.

We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.

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