Job Description

We are seeking a

Claims Quality Analyst

to join our EMEA team. This role is pivotal in ensuring claims quality assurance across our Consumer and Corporate lines of business, including Business Travel and Personal Accident. You will play a key role in investigating customer outcomes, conducting supervisory reviews, analyzing claims data, and driving improvements in claims handling processes.


Reporting directly to the

Claims Quality Manager, Accident and Health Europe

. The role involves collaboration with internal stakeholders, Third Party Administrators (TPAs), and Assistance Companies to monitor service performance, conduct audits, and deliver actionable insights. Occasional travel may be required for audits and reviews that cannot be conducted remotely.

Key Responsibilities:

Review and report on the fairness of customer outcomes, ensuring compliance with regulatory principles such as FCA Consumer Duty and ACPR Claims Handling rules, as well as Chubb's internal CODE standards. Conduct monthly supervisory reviews of claims across EMEA, providing feedback to handlers and reviewers, identifying trends, and maintaining a tracker log of recommendations and actions. Ensure QA results are calibrated with the EMEA QA team, provide feedback to staff, and design/deliver training as required. Investigate areas identified by reviews, such as claims from vulnerable customers, complaints, declinatures, fraud, and customer survey feedback, and report findings to stakeholders. Participate in technical audits of claims offices, TPAs, and Assistance Companies, including preparation, case reviews, and reporting. Support the Claims Controller in reviewing and updating Claims Best Practices to align with regulatory requirements. Analyze monthly claims management information (MI) from TPAs and Assistance Companies, draft reports, and support ad-hoc MI requests. Represent the Claims Quality Manager or Claims Controller at Conduct Review meetings and other forums as required. Provide expert advice on sensitive or complex claims and support the Customer Relations Manager in complaint cases. * Investigate and report on activities requested by the EMEA QA team.