Role Summary
You will be responsible for the end-to-end management of a portfolio of international claims across Marine and Aviation classes of business, handling matters throughout the claims lifecycle from first notification of loss through investigation, coverage analysis, reserving, stakeholder management, settlement and closure. The role supports the delivery of a consistent, high-quality claims service aligned with Rokstone’s claims proposition and business objectives.
The position requires proactive claims management, strong stakeholder engagement and sound technical judgement. The individual will work closely with brokers, insureds, capacity providers, TPAs, adjusters, legal advisers and underwriting teams to ensure claims are managed efficiently, commercially and in accordance with delegated authority, regulatory requirements and internal governance standards.
Role Accountabilities
- Manage a portfolio of international claims throughout the full claims lifecycle, from first notification of loss through investigation, coverage determination, reserving, settlement, recovery opportunities and final closure.
- Handle claims within delegated authority levels, ensuring timely and accurate management in accordance with policy terms, claims procedures and regulatory requirements.
- Review new notifications, assess coverage, identify key issues and develop proportionate claim strategies with support from senior claims team members where required.
- Assess coverage, establish claim strategy and maintain accurate reserves throughout the life of each claim.
- Prepare and maintain high-quality claim files, ensuring clear documentation, audit trails and rationale for key decisions.
- Deal with referrals on claims within authority and escalate matters outside authority where appropriate.
- Liaise with brokers, insureds, TPAs, adjusters, lawyers and other experts to progress claims and achieve fair, commercially sound outcomes.
- Assist with loss fund management, including monitoring utilisation, supporting reconciliations, identifying funding requirements and ensuring claims payments and supporting information are processed accurately and promptly.
- Liaise with capacity providers regarding significant claim developments and assist with the preparation and delivery of monthly claims reporting.
- Liaise with the Outwards Reinsurance team to ensure significant claims developments are communicated appropriately and potential recoveries are identified.
- Assist with the preparation and analysis of management information, bordereaux and portfolio reporting.
- Support the Head of Complex Claims in monitoring the performance of outsourced claims providers and delegated claims partners.
- Build and maintain Rokstone’s profile with brokers, capacity providers and key external claims service providers.
- Contribute to continuous improvement initiatives, claims governance activities and broader departmental projects.
- Carry out any additional duties reasonably assigned and aligned to the role.
Role Requirements
- Previous claims handling experience within the London Market, Lloyd’s or an international insurance environment.
- Experience handling claims across Marine, Aviation and other specialty classes is desirable.
- Awareness of delegated authority, binder, bordereaux, TPA and loss fund processes would be advantageous.
- Ability to manage a varied caseload, prioritise effectively and escalate appropriately.
- Relevant insurance or legal qualification, or working towards one, would be beneficial.
- Relevant insurance qualification, or working towards one, would be beneficial: Dip CII, ACII.
Skills and Abilities
- Strong written and verbal communication skills, with the ability to provide clear, concise and professional updates to internal and external stakeholders.
- Good analytical judgement, attention to detail and ability to identify coverage, quantum, reserving and process issues.
- Commercially aware and solutions-focused, with an understanding of the importance of service quality, cost control, fair outcomes and stakeholder confidence.
- Organised, proactive and able to work independently while contributing positively to a collaborative claims team environment.
- Confident relationship builder with brokers, capacity providers, TPAs, experts and internal teams.
- Comfortable using claims systems, Microsoft Office and MI/reporting tools; proficient Excel skills would be advantageous.
- Curious and improvement-minded, with a willingness to learn, develop technical capability and support better ways of working.
Management Duties
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.
