Claims Quality Assurance Analyst

Claims Quality Assurance Analyst

Reporting to: Group Head of Claims Quality Assurance & Governance

Type: Permanent: Full Time

Location: London (Hybrid)

The Team

The Quality Assurance & Governance team is comprised of professionals with deep operational and technical expertise. The team is instrumental in driving claims quality assurance and governance across Hiscox, acting as a central reference for best practices and continuous improvement initiatives. Team members regularly engage with stakeholders throughout the company, promoting standardized processes, calibration, and ongoing development in claims handling. Adaptability is essential as the team responds to evolving needs of diverse stakeholders.

Key Responsibilities

• Conducting Quality Assurance Audits, both internal and TPA, reviewing claims, measuring results against Hiscox’s best practice standards and regulatory requirements.
• Undertake regular re-review of assessor reviews to ensure calibration in scoring and assessment.
• Data analysis and reporting – supporting preparation of qualitative management information and analytical reports that highlight claims findings, emerging trends, and areas requiring attention. Synthesise data, present actionable recommendations, and ensure clear communication with stakeholders to facilitate informed decision‑making.
• Stakeholder engagement – collaborate with business units and management teams to provide constructive feedback, deliver training sessions where appropriate, and propose remedial action plans, ensuring that best practices are embedded throughout the claims process.
• Maintain a sound understanding of relevant classes of business, products and services within the London Market.
• Maintain a sound understanding of relevant policies, processes and systems utilised by the London Market claims function.
• Maintain an understanding of the legal and regulatory environment within which the London Market operates.

Qualifications

• Claims quality assurance review handling is a must.
• Knowledge or experience of working in the Lloyds London Market.
• Experience of working across multiple internal and external teams including third‑party suppliers.
• Strong people and relationship building skills, notably influencing and negotiating.
• Excellent communication skills, both oral and written.
• Ability to analyse complex issues while remaining pragmatic, commercial and solution‑oriented.
• Confidence in making decisions and using own initiative, with ability to work within a team.
• Good commercial awareness.

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