APA Life Assurance Company Ltd is looking for a Head of Claims & Legal to oversee claims performance against loss ratio and cost targets, execute litigation and settlement strategies, and drive operational efficiency across the claims lifecycle.
Role Overview
The Head of Claims & Legal leads, coaches, and manages the Claims and Legal team while serving as a key advisor on claims and legal risk matters. The role is responsible for driving claims profitability, managing external legal service providers, ensuring compliance, and transforming claims operations through digitisation and data analytics.
Key Responsibilities
Claims Performance & Profitability
Own and manage claims performance against loss ratio and cost targets.
Identify and address leakage drivers across the claims lifecycle.
Implement cost control initiatives across repairs, legal, and settlements.
Provide claims insights to support underwriting and pricing decisions.
End-to-End Claims Management
Ensure efficient management of the full claims lifecycle (FNOL, assessment & validation, settlement, recoveries, salvage management).
Improve turnaround times and claims outcomes.
Drive consistency in claims decision-making.
Legal & Litigation Management
Define and execute the company’s litigation and settlement strategy.
Manage and optimise external legal service providers.
Ensure effective handling of court matters and disputed claims.
Control and monitor legal costs and outcomes.
Recoveries, Salvage & Third-Party Management
Develop and implement strategies to maximise recoveries and salvage value.
Oversee relationships with third-party providers (assessors, repairers, legal service providers).
Introduce and monitor performance standards and commercial accountability.
Data, Reporting & Analytics
Ensure accurate and timely claims reporting and reserving.
Develop and utilise claims data to identify trends, risks, fraud, and inefficiencies.
Provide regular performance updates to management and EXCO.
Governance, Risk & Compliance
Ensure full compliance with regulatory requirements, internal policies, procedures, and audit/actuarial recommendations.
Maintain strong controls and oversight across claims processes, ensuring proper reserving discipline and file integrity.
Process Improvement & Transformation
Continuously review and improve claims and legal processes.
Support the digitisation and automation of claims operations.
Partner with IT and business units to implement technology-enabled solutions.
Stakeholder & People Management
Manage relationships with internal and external stakeholders.
Lead, coach, and develop the Claims and Legal team to foster a high-performance culture.
Key Performance Indicators (KPIs)
Loss ratio performance (overall and by line of business)
Claims turnaround time
Legal cost as a percentage of claims cost
Recoveries and salvage ratios
Reduction in claims leakage and disputed claims
Compliance and audit outcomes
Qualifications & Requirements
Bachelor’s degree in Insurance, Law, Commerce, or related field.
ACII / AIIK or equivalent professional qualification.
Membership of a relevant professional body.
Minimum 10 years’ experience in claims, with at least 4 years in a senior leadership role.
Proven experience in managing complex claims and litigation, driving claims performance, and leading operational improvement initiatives.
