Non-Delegated Claims Handler & Audit & Quality Assurance Executive

Fully Remote

£50,000 - £60,000 + benefits

Fantastic new permanent opportunity for an experienced Non-Delegated Claims Handler with this specialist insurance business. Due to continued growth, they are now looking for an experienced Non-Delegated Claims Handler to join their fully remote team.

This is a dual-role position designed to combine hands-on claims handling expertise with oversight and quality assurance responsibilities. The successful candidate will manage a small portfolio of non-delegated authority credit hire claims while also supporting Claims in delivering high standards of audit, compliance, and process improvement. This role is vital in ensuring fair customer outcomes, technical accuracy, and adherence to regulatory and internal standards.

Key responsibilities

• Handle a portfolio of higher value (>£50,000) credit hire claims directly and/or indirectly with outsourced suppliers to settlement.
• Investigate indemnity, liability and quantum in line with company policy and industry standards.
• Liaise with customers, third-party representatives, legal advisors, and service providers.
• Assess and validate claims using internal systems and data sources, ensuring fair and accurate settlements.
• Identify potential fraud and refer to the Counter Fraud team when appropriate.
• Maintain accurate, timely file notes and document claim decisions in line with FCA and internal standards.
• Comply with industry regulations, the Motor Insurers' Bureau guidelines, and internal SLAs.
• Conduct regular audits of claims files (delegated and non-delegated) to assess technical accuracy, compliance, and adherence to process.
• Produce detailed audit reports with clear findings, root cause analysis, and actionable recommendations.
• Track and report on audit results, trends, and KPIs to Head of Claims and Committees as required.
• Work with internal claims handlers or outsourced providers to provide feedback, guidance, and training if required to improve quality and consistency.
• Support the continuous improvement of claims handling processes, templates, and workflows.
• Create and manage an internal and external QA framework and initiatives, regulatory reporting, and governance activities (e.g. FCA reviews, internal audit).
• Co-ordinate and manage the Claims external audit plan.
• Liaise with internal and external stakeholders (e.g. compliance, legal, underwriting) to ensure best practice and alignment.

Skills and Experience required

• Proven experience in UK motor claims handling, with a strong technical understanding of case law, credit hire, and liability.
• Solid understanding of FCA and PRA regulatory requirements.
• Previous exposure to or direct experience in claims auditing, file reviews, or quality assurance functions.
• Strong analytical skills with a keen eye for detail.
• Excellent written and verbal communication skills.
• Ability to deliver constructive feedback in a supportive and collaborative manner.
• Proficient in claims management systems and Microsoft Office (especially Excel and Word).
• Ability to manage multiple responsibilities, prioritise effectively, and work autonomously.
• CII qualification (or working toward) is advantageous.
• Familiarity with FCA DISP rules, TCF principles, and quality frameworks (desirable).