Claims Manager

**About iptiQ**

iptiQ is a risk tech start-up within Swiss Re Group. Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

iptiQ provides digital, bespoke and transparent L&H and P&C protection products in a B2B2C manner. Founded in 2014, we're transforming the way consumers buy insurance with a unique digital insurance engine which incorporates the latest technology with world-class underwriting capabilities. We build strong partnerships to sell insurance via trusted brands.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. iptiQ embraces a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work.

**About the role**

You have a great opportunity to join our iptiQ claims team with over 100 years of experience in the claims space.

We have 3 exciting focus areas:

- Innovate and document complete new transformational customer centric claims handling processes,
- Help in designing end to end claims journeys in the Motor and Household space for new Partners, and
- Handle claims, Lead our Service Partners, and support our External Claims Handlers.

We are a truly diverse and motivated team, committed to delivering value and innovative services together with our partners in the primary insurance space.

**Your responsibilities will include**:

- Actively participate in developing the claims value proposition - processes, working procedures, fraud detection rules, litigation prevention and recovery.
- Provide support and expert advice to other Company departments in claims related matters (TnC drafting, Market practices etc)
- Lead all aspects of the activity of the claims outsourcing company, SLA's, service quality, Continuously monitoring the claims KPI's and process quality, along with customer satisfaction
- Coordinate the activity of the claims providers (craftsmen networks, repairers, assistance companies, assessment providers, investigators)
- Have ownership of the claims case and handle it/coordinate the case when the outsourcer is involved
- Maintain excellent and proactive communication with all parties involved in claims, including customers, clients, suppliers and colleagues.
- Process new insurance claims notifications and provide advice on making a claim and the processes involved
- Monitor the progress of the assigned claims portfolio in order to spot trend and act on it
- Investigate potentially fraudulent claims
- Liaise with external specialists, such as lawyers, assessors and doctors on complex claims to ensure fair settlement of complex claims
- Be in charge of internal reporting for the assigned threshold claims, closely monitoring and keeping record of costs and financial variations
- Ensure the customer is treated fairly and receives excellent service in accordance with industry and company guidelines
- Handle any complaints associated with a claim and manage all claim administration aspects, from initial set-up of claim, through the investigation stage, completion of mitigation and finally closing stage of the claim.
- Adhere to legal requirements, industry regulations and customer quality standards set by the company.
- Identify improvements to process and system through normal day to day claims management, supporting the implementation of changes to further enhance claims management delivery and customer / client experience.

**About the team**

We put the consumers' needs at the centre of what we do. We aim to become a digital champion and believe in data based learning. We use the Swiss Re network to access state of the art technologies and capabilities, combine it with local expertise and an innovative mind-set, constantly questioning current ways of offering insurance. Our aim is to drive the digitalization of the P&C insurance business in Europe, combining insurance know-how and e-commerce competencies, as well as the dynamic spirit of a start-up with the backing of Swiss Re.

You will work in a team with over 100 years of insurance claims experience where we are eager to transform and digitalize the claims experience to above and beyond todays' standards. You will be reporting to Head of Claims in Zurich and the position is located in Madrid, Spain.

**About you**
- Relevant education, such as degree in Law, Engineering or equivalent work experience, while willing to further your knowledge and education
- Passionate about delivering excellent customer service through positive and proactive claims management of own claims portfolio, eith