Property Claims Analyst Complex Loss and Technical Standards
Norwich, GB
6d ago

Position Overview

The Analyst, Complex Loss and Technical Standards is responsible for the management of Complex Property Claims by ensuring that our customers receive the highest level of customer service on these types of losses combined with consistent technically sound supervision and oversight, investigation and adjustment of these claims, with the requisite financially responsible indemnity and expense management.

This includes providing technical coaching and mentoring to our internal file handlers and Front Line Managers and being a technical resource for the Property Claims department.


People manager & architect

  • Be the technical supervisor on Complex Property Claims for the file handler and Front Line Manager
  • Directly examine our most severe Complex Property Claims generally that exceed $500,000 for commercial lines and $1 million for personal lines.
  • Coach and mentor technically the Property Claims’ teams
  • Foster a culture of transparency and trust
  • Support claim handlers and Front Line Managers with technical questions, trouble-shooting claim issues and assist handlers in the development of claim strategies
  • Assist Complex Claims Management Team with evaluating overall technical capability of Property Claims operation employees, identify gaps in capability and make recommendations.
  • Assist to monitor and validate individual financial and technical authority levels within Property Claims operation that map to the individual employee’s technical skills and capabilities
  • Operational & performance effectiveness

  • Assist to establish and administer technical policies, procedures and guidelines related to reserving, indemnity management, litigation and decision, and settlement authority for property claims
  • Technical oversight over all property claims litigation by leading decision committee meetings and overseeing decisions to commence, defend or resolve litigation
  • Maintain line of sight for potential bad faith exposures
  • Provide subject matter expertise to all core business and enablement functions (e.g., Government Relations, Reinsurance, Broker Distribution, Underwriting, Actuarial, Communications, etc.) across Aviva
  • Ensure the effective investigation, quantification, analysis, and adjudication of complex property losses over $250,000
  • Maintain a panel of experts used in the investigation and litigation of property claims
  • Contribute to an environment dedicated to exceptional customer outcomes and champion the improvement to service
  • Participate in the Quality Assurance reviews from time to time. Utilize the Quality Framework to measure employee technical performance
  • Identify and report property claims risks
  • Ensure Property Claims operation compliance with local regulations
  • Business & financial acumen

  • Directly responsible for supervision of reserves on Complex Claims assigned to them ensuring that our Property Claims Reserving Philosophy is adhered to.
  • Expert knowledge of the claims experience while understanding the technical strategic direction for the claims file
  • Maintain the accuracy and integrity of personal and financial information captured in Aviva systems
  • Identify and report on any suspicions of fraud or financial irregularities in line with existing internal and external requirements and procedures
  • Innovation

  • Monitor legislative / regulation changes, emerging issues, case law
  • Identify opportunities to improve the customer journey, the claims handling processes and financial outcomes for our business
  • Support change initiatives for the team and business function as required
  • Required Knowledge, Skills & Experience

  • CIP or FCIP Industry designation or other relevant professional insurance qualification
  • University Degree or College Diploma or equivalent Property technical work experience
  • Minimum 15 years of previous experience working in Claims / insurance industry with a strong knowledge and focus on Property claims
  • Demonstrated experience in technical coaching and mentoring other team members
  • Demonstrated knowledge of and experience in applying corporate finance practices
  • Demonstrated experience managing large loss property claims (personal and commercial lines), including litigation
  • Demonstrated experience in searching and analysing case law using various sources
  • Demonstrated experience in developing business cases for the recommendation of significant claims payments and establishing reserves
  • Experience using Xactanalysis, Audatex, Edjuster, Guidewire ClaimsCenter
  • Technical competence in Personal and Commercial insurance
  • Demonstrated leadership abilities, coaching and team-building skills
  • Excellent verbal and written communication skills
  • Strong communication skills ability to communicate diplomatically and empathetically
  • Computer proficiency; Excel, Word, PowerPoint, Outlook
  • Superior analytical, problem-solving and decision-making skills
  • Sound decision-making and problem solving skills
  • Valid driver’s license
  • Mobility across Canada
  • Flexible to accommodate stakeholders in time zones across Canada
  • Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process.

    If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance.

    If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.

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