Job Description

Are you ready to play a key role in ensuring compliance and enhancing customer outcomes within the insurance industry? If you are detail-oriented, proactive, and committed to delivering exceptional customer outcomes in a regulatory environment, we want to hear from you!


This role focuses specifically on claims conduct, ensuring adherence to regulatory standards, internal policies, and best practices to promote optimal customer outcomes. Reporting to the A&H Quality Claims Manager and working closely with the Head of Claims Governance and Conduct and the Claims Controls Manager, the role is responsible for supporting the delivery of the Claims Conduct and Customer Outcomes framework across UKISA and CE within the broader Claims governance and oversight framework and for associated Claims Quality Assurance (QA) activities for certain Consumer Lines of Business (A&H/Life/Combined) as well as Corporate Business Travel and Personal Accident.


As a Claims Controller - Conduct, you will be responsible for overseeing the Claims Conduct and Customer Outcomes Framework. You will work closely with senior management to ensure compliance with internal policies and regulatory requirements, improving the overall customer journey across multiple territories across our EMEA region.

Key Responsibilities:

Claims Conduct and Customer Outcomes Analysis, MI and Reporting

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Support the A&H Quality Claims Manager in the management of Claims Conduct and Customer Outcomes Analysis, MI and Reporting. Support the A&H Quality Claims Manager in the management of Claims Conduct and Customer Outcomes Internal and Regulatory Review and Reporting. Act as a central point of contact for claims conduct and customer outcome questions across the UK&I and CE providing support, mentorship and guidance to claims teams and responding to requests from the wider business. Responsible for the management of Claims Conduct and Customer Outcomes Internal and Regulatory Review and Reporting with support from the A & H Quality Claims Manager Responsible for the the management of Claims Conduct and Customer Outcomes Documentation with support from the A & H Quality Claims Manager. Support the A&H Quality Claims Manager in the management of the Claims Conduct and Customer Outcomes Framework.

ACII or Dip CII qualified and studying towards ACII Knowledge of UK and European insurance regulatory regimes and experience in first line conduct/compliance in an insurance company. Knowledge of Insurance Industry and claims handling, with technical claim adjusting experience Ability to learn and adapt to new product lines. Effective communication (written and oral) and interpersonal skills to be capable of dealing with a diverse group of multinational internal stakeholders, external partners and customers. Fluent in second European language (desirable). Excellent time management, organizational and project management skills. Demonstrated knowledge of, and experience with, software applications, including multiple claim systems, web-based systems, and MS Office, Strong analytical and interpretation skills Flexibility to work within multiple time zones.

What can you expect in return?

Competitive Salary, Non-Contributory Pension & Annual Bonus Scheme 25 days Annual Leave plus ability to Purchase 5 Additional Days Private Medical Cover, Employee Share Purchase Plan, Life Assurance & Subsidised Gym Membership Learning & Development Offerings, Networking, Mentoring & Development Opportunities. 1-day annual Charitable leave, Cycle to Work Scheme, Active Sports & Social Committee, Employee Assistance Program.

Integrity. Client focus. Respect. Excellence. Teamwork

Our core values dictate how we live and work. We're an ethical and honest company that's wholly committed to its clients. A business that's engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that's collaborative and supportive.

Diversity & Inclusion

At Chubb we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. https://www2.chubb.com/emea-careers/working-for-us/diversity-inclusion.aspx


We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.



Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.