Head of Claims

Head of Claims to join an industry established Insurance Company with a base in Gibraltar. The company has a wide-reaching presence in the general insurance industry covering motor and other personal lines insurance. The successful Head of Claims will have a deep experience in insurance claims management, including handling high-value and complex claims, with a strong understanding of claims processes, KPIs and risk management.

What’s on offer to you?

• Competitive 6 figure salary
• Comprehensive benefits package
• The opportunity to work in a vibrant, collaborative, and forward-thinking Insurance company.

What You Will Be Doing

• Lead and maintain effective oversight of outsourced claims handlers, ensuring alignment with our client’s values and a customer-first approach across all product lines.
• Monitor claims performance and data, including KPIs and monthly bordereaux, identifying risks and opportunities for improvement, and ensuring consistent quality in claims handling—especially during surge events such as storms.
• Provide strategic guidance and support on complex or high-value claims, including intermediary partner collaboration and approval of UK motor ex gratia settlements over £10,000.
• Maintain oversight of long-tail (non-body) claims and act as the escalation point for significant UK motor claims or potential losses exceeding £10m.
• Deliver clear, insightful quarterly updates to the Board, covering key claims developments, legislative or practice changes, and overall claims performance.
• Serve as a trusted contact for regulatory queries and thematic reviews, ensuring compliance with GFSC rules and ethical standards, and proactively adapting to regulatory changes and industry best practices.
• Champion a customer-centric culture that prioritises fairness, empathy, and positive outcomes in line with Consumer Duty, while ensuring the claims function supports broader strategic goals.
• Continuously assess and enhance systems and controls across the end-to-end claims journey to maintain a responsive and resilient function.
• Oversee and challenge management information and reporting from outsourced partners, ensuring timely, relevant, and meaningful communication to internal and external stakeholders.

What You Will Need to Succeed in This Role

• High level experience in insurance claims management, including handling high-value and complex claims, with a strong understanding of claims processes, KPIs and risk management.

• Familiarity with regulatory requirements in Gibraltar and/or the UK and experience managing regulatory relationships and audits.
• Strong technical knowledge and understanding across the claims landscape, with the ability to oversee and consolidate the claims activities undertaken by the client and through its intermediaries.
• A collaborative mindset with a strong ability to build trusted relationships with partners and stakeholders.
• Confidence and credibility to influence and challenge senior leaders across the business while remaining open to diverse perspectives.
• Strong analytical and problem-solving skills, with the ability to assess risks and implement effective controls, as well as evaluate claims data and identify trends or risks.
• Exceptional communication and negotiation skills, to collaborate with stakeholders.
• A commitment to inclusive leadership and a willingness to learn and grow.

Head of Claims | Gibraltar | General Insurance | GFSC | Motor | FCA | Pricing | Complex Claims