Consumer Claims Manager

You will lead and oversee the end-to-end claims function for our consumer insurance portfolio. Operating within an MGA environment, you will ensure claims are handled efficiently, fairly, and in accordance with regulatory, contractual, and delegated authority requirements. You will drive operational excellence, support profitable underwriting outcomes, and deliver an exceptional policyholder experience.

Consumer Claims Manager

Company: Aventum Group
Salary: Not specified
Hours: Full-time
Location: London, EC3R 8AF
Working pattern: Hybrid - 2 days remote
Job type: Permanent
Posting date: 22 Jul 2026
Closing date: 21 Aug 2026

Role Accountabilities

• Manage the day-to-day operations of the consumer claims team, ensuring effective prioritisation and adherence to service-level agreements (SLAs).
• Lead, develop, and mentor claims handlers to maintain high levels of performance, technical capability, and customer service.
• Implement claims handling best practices and ensure continuous process improvement.
• Oversee complex, high-value, or escalated consumer claims across product lines ( home, auto, personal accident, warranty, specialty consumer products).
• Ensure claims decisions are accurate, timely, and compliant with delegated authority guidelines.
• Monitor claims trends, fraud indicators, and loss ratios, providing insights back to underwriting and product teams.
• Ensure all claims activities comply with FCA regulations, Treating Customers Fairly (TCF), Consumer Duty principles, and the MGA's internal policies.
• Maintain accurate claim records and support internal/external audits, bordereaux reporting, and insurer partner reviews.
• Manage complaints within regulatory deadlines and oversee root-cause analysis for continuous improvement.
• Act as a primary point of contact for capacity providers, loss adjusters, TPAs, service suppliers, and legal partners.
• Collaborate closely with underwriting, actuarial, and product teams to align claims performance with portfolio goals.
• Build strong relationships with vendors; monitor their performance and enforce service standards.
• Produce regular MI reports covering claims performance, reserves, trends, leakage, and operational KPIs.
• Identify opportunities for cost control, fraud reduction, and process optimisation.
• Contribute to system enhancements and technology integrations that improve claims workflow and customer experience.

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