Head of Claims
Job Overview
About Marshmallow
We exist to make migration easy.
A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.
A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.
If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.
Move our mission, and your career, forward.
Claims at Marshmallow
Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers.
We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.
What you’ll be doing
The Head of Claims will be responsible for the oversight of the entire claims function for MIL, ensuring effective claims management, compliance with delegated authority, regulatory compliance, and delivery of superior customer outcomes. This role carries responsibility for managing claims risk, and ensuring alignment with the company’s insurance risk strategy.
Key Responsibilities
Strategic Leadership & Governance
Oversee the full claims function, outsourced to Marshmallow Financial Services Ltd (UK broker), Marshmallow Repair Ltd (UK repair management company), and other partners, ensuring adherence to MIL policies and procedures.
Manage and control claims risk through the development and implementation of robust policies, procedures, and controls.
Serve as the MIL Claims Function Holder, providing assurance to the Board on all claims-related activity and emerging trends.
Assist the Board in setting and monitoring insurance risk strategy, risk appetite, and limits.
Provide input into key regulatory and risk processes, including Solvency Capital Requirement (SCR), technical provisions, and the Own Risk and Solvency Assessment (ORSA).
Operational Oversight & Risk Management
Oversee and ensure compliance with Delegated Authority Agreements and claims authority limits across distribution partners and third-party claims suppliers through a structured Quality & Audit programme.
Review management information (MI) reports to monitor supplier performance and validate data accuracy.
Monitor and collaborate closely with MFSL to control claims spend and track key trends—including claims frequency and severity—to ensure delivery of the agreed loss ratio targets.
Act as a key referral point for claims exceeding delegated authority, including claims over £250k, voidances, ex-gratia payments, and repudiations.
Ensure effective anti-fraud controls are designed and implemented in collaboration with claims providers.
Maintain compliance with Sanctions and Financial Crime regulations through oversight of the claims function.
Stakeholder Engagement
Liaise with reinsurers (XOL & QS) on all claims-related activities and manage relationships with external claims auditors, including financial auditors and reinsurers.
Work closely with the Distribution Partner, Underwriting Function, Actuarial Function, and Claims Providers to create a continuous learning cycle and improve claims outcomes.
Collaborate with the Director of Third party and Technical Claims (MFSL) and VP of Claims to annually review the Claims Handling and Reserving Policy and recommend updates to the Board.
Provide regular reporting to the MIL Board and Underwriting & Claims Committee (UWCC) on claims performance, emerging trends, and strategic guidance.
Customer Focus
Ensure that claims handling processes deliver fair and positive customer outcomes and monitor and report on all claims related complaints.
Collaborate with MFSL to support continuous improvement in customer experience through proactive engagement with claims suppliers.
Qualifications & Experience
Experience in senior claims leadership within the insurance or reinsurance sector.
Strong understanding of delegated authority management, reinsurance structures, and regulatory requirements.
Proven track record in risk management, governance, and delivering strategic objectives.
Excellent stakeholder management and negotiation skills.
Ability to interpret and present complex data and MI to senior management and the Board.
Who you are
You are collaborative, low ego, and curious. In this role you will need to influence and shape processes that sit across a wide range of teams and scenarios
You enjoy problem-solving and proactively creating innovative solutions to complex problems
You thrive in a high-growth environment. You are highly adaptable to change and will take ownership to get things done
You are excited about working in a company that focuses on and believes in the importance of feedback
What we're looking for from you
A track record of managing and overseeing motor claims, including claims of a complex or catastrophic nature.
Experienced in collaborating with multiple teams and outsourced providers including those specialising in large loss. You have an understanding of how best to engage and develop a growing, talented, cross-functional claims team, and want to share in the responsibility of improving the capability of all our claims handlers
Comfortable working collaboratively with internal and external stakeholders, including regulators, reinsurers, auditors and partners
Able to harness claims data to speak with confidence on key metrics, quantify investment opportunities and convey the impact of decisions made (working closely with our Claims Data Analysts and Data Scientists to do so)
Our process
We break it up into a few stages:
Initial call with the Talent Acquisition Manager (45 mins)
An experience and competency interview where we will explore your suitability for the role. This stage will include a discussion and a task based on claims management (1-1.5hrs)
A culture interview with a senior Marshmallow team member and the people partner to check that your work style fits our processes and values (1 hour)
We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give personal feedback on each application.
Background checks
To meet our regulatory obligations as a GFSC-authorised and regulated Insurance company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!
Everyone belongs at Marshmallow
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.
We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.
We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.
Recruitment privacy policy
We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.