Rokstone Underwriting
Consumer Claims Manager
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Job Title: Consumer Claims Manager
Entity: Rokstone Underwriting
Department: Consumer Claims
Location: London
This isn’t a job description. It’s your invitation.
At Rokstone Underwriting, we don’t hire to fill seats. We bring people in to build something real.
We want people to join us (that person might be you) on our mission to be the world’s most inspiring insurance group not by playing it safe but by delivering the unexpected and creating meaningful impact. That means backing ideas early, trusting people to own their work and giving them the space to grow faster than they thought possible.
If you’re looking for rigid career paths or a one-size-fits-all management, Rokstone Underwriting probably isn’t for you. However, if you do want responsibility from day one, honest feedback and a culture that expects you to speak up, take ownership and keep getting better, then you might just be a great fit.
Some people join us knowing exactly where they want to go. Others figure it out once they’re here. Both work here - the question is, will you?
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What You’ll Take On (The Actual Job Description)
So you’re looking for a new challenge? This is your chance to step into a role with real responsibility. You’ll be given the space to own your work, supported to move as fast as you want and expected to keep raising the bar for yourself and the business.
As Consumer Claims Manager, you will lead the end-to-end management of our consumer claims portfolio, ensuring an efficient, fair, and compliant claims journey across all product lines. Operating within an MGA framework, you will drive operational excellence, strengthen technical capability within the team, and safeguard our delegated authority position. You will play a pivotal role in delivering strong customer outcomes, supporting underwriting profitability, and enhancing overall portfolio performance through data-led insights, robust supplier management, and continuous process improvement.
- Oversee day-to-day claims operations, ensuring SLA delivery, quality handling, and strong team performance.
- Lead, coach, and develop claims handlers to maintain high technical standards and exceptional customer experience.
- Manage complex or high-value claims and ensure all decisions align with regulatory, contractual, and delegated authority requirements.
- Provide MI, trend analysis, and actionable insights to underwriting and product teams to support portfolio improvement.
- Build and manage relationships with capacity providers, TPAs, suppliers, and legal partners, ensuring service excellence and compliance.
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What it’s Like to Work Here
Expect high standards - and the support to meet them. Expect autonomy (not micromanagement) and the chance to collaborate across teams, brands and borders. Here, your ideas are taken seriously, wherever you sit in the business.
We invest when the right tools don’t exist. We listen when our people say something can be better. And when we win, we make sure the people building the business win too. This is a place where performance matters - but so does enjoyment, curiosity and doing work you are proud of.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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