Portfolio Claims Handler - French Speaker

Job Type:

Build a brilliant future with Hiscox
 

The Role

This role offers the opportunity to manage a portfolio of property claims in a fast-paced, client-focused environment.

• The main objective of this role is to support the Portfolio Claims Team by delivering an efficient, high-quality claims service for high-volume, low-value claims, with the Hiscox brand at the heart of our claims promise.
• As a Claims Handler, you will deliver a high-quality service to clients and brokers while maintaining and enhancing Hiscox’s reputation for excellent claims handling. You will communicate directly with insured clients and intermediaries, manage policyholder relationships, assess claim value and potential severity, and provide a fast, customer-focused service while actively controlling indemnity spend.
• Alongside managing your own claims, you will work closely with underwriters and brokers to continuously improve service quality and client outcomes.

Key responsibilities

• Your responsibilities are grouped into the following core areas and may evolve as the portfolio grows.

Claims Management (70%)

• Advise on and direct claims investigations to ensure timely, effective resolution in line with agreed standards, company values, policy conditions, and applicable law, while aiming for fair and practical outcomes for insured clients.
• Review loss investigations across all claims, selecting and actively managing the involvement of lawyers, in-field adjusters, and related costs to ensure both added value and appropriate spend.
• Manage recoveries effectively, protecting Hiscox’s interests while ensuring recoveries are pursued in a timely and commercially sound manner.
• Monitor and review losses, and authorise the settlement of claims that exceed the delegated authority of third-party administrators or other claims staff, ensuring the appropriate level of authority is applied.

Process, Administration and Quality of Service (30%)

• You will use our claims management systems and supporting tools to manage your portfolio effectively, demonstrating strong file handling, proactive portfolio management, accurate and timely reserving, and disciplined control of risk and indemnity costs.

• Provide proactive support to the Portfolio Claims Team Leader in the management of the claims portfolio.
• Identify and implement processes and procedures that improve team performance and support business growth and increased claim volumes.
• Identify emerging issues, make recommendations to the Portfolio Claims Team Leader, and develop appropriate action plans for your portfolio.
• Manage and respond to insured and broker complaints or queries across your portfolio in a professional and timely manner.
• Review in-field adjuster activity to monitor quality, timeliness, and reporting against agreed service levels.
• Ensure third-party administrators comply with claims administration agreement requirements, terms, and conditions through regular audits and other appropriate controls.
• Conduct claim file reviews and audits to maintain high standards of claim handling across your portfolio.
• Take action to ensure the portfolio is actively managed, including diary management, review of aged claims, and pursuit of recoveries.
• Provide clear and efficient reporting on portfolio performance, status, and trends.

Person Specification

• A professional qualification and some experience working in an international commercial organisation are preferred. Experience working across multiple countries would be an advantage.
• Native-level French, or equivalent written and verbal fluency, is essential. Fluency in English is required, and Portuguese would be an advantage.
• Creative, proactive, and innovative, with the confidence to challenge the status quo and improve the way we work.
• Highly results-driven, with the energy and determination to succeed in a fast-paced environment where responsiveness and sound judgement are critical.
• Strong organisational skills, with the ability to work methodically, prioritise effectively, and meet deadlines.
• A calm and resilient approach, with the ability to manage pressure and work effectively with demanding clients and stakeholders.
• Solution-oriented and customer-focused, with a strong commitment to delivering excellent service and outcomes for clients.
• A confident individual with drive, ambition, and a willingness to learn.
• Excellent interpersonal skills, with the ability to build strong relationships within the team, across the wider business, and with external partners.

Required Skills

• A law degree would be advantageous, as would experience in property claims, loss adjusting, or insurance claims handling. We would also welcome candidates with equivalent insurance experience, ideally with 3–5 years in claims handling.
• Knowledge of French law would be a strong advantage, though it is not essential.
• A practical understanding of customer focus, with a clear desire to deliver an outstanding service experience every day.
• Experience working in an office-based role, ideally within a multinational and multilingual environment.
• Experience in a high-quality commercial environment, with the ability to make sound claims decisions, understand the business impact of those decisions, and uphold our claims philosophy in the management of property claims.

Work with amazing people and be part of a unique culture