Consumer Claims Manager

About this role

This role offers an opportunity to lead the consumer claims function within a managing general agent environment. The successful candidate will oversee end-to-end claims operations across multiple product lines including home, auto, personal accident, and specialty consumer products. Key responsibilities include managing a claims team, ensuring regulatory compliance with FCA and Consumer Duty requirements, handling complex and escalated claims, monitoring fraud and loss trends, and maintaining strong relationships with underwriters, loss adjusters, and external partners. The role demands driving operational excellence while delivering exceptional policyholder experiences. The ideal candidate brings substantial experience in consumer insurance claims management, ideally within an MGA, insurer, or broker setting. They should demonstrate strong knowledge of UK insurance regulation, delegated authority frameworks, and claims data analysis. Proven team leadership experience, familiarity with digital claims platforms, and exposure to multiple consumer product lines are essential. CII qualifications at Certificate level or above are required. The successful applicant will be analytical, customer-focused, and capable of implementing process improvements while managing performance under pressure.