Prima
Principal Technical & Complex Claims Manager
Manchester, United Kingdom
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About the role
Are you looking for a new challenge?
Fancy helping us shape the future of motor insurance?
Prima could be the place for you.
Since 2015, we’ve been using our love of data and tech to rethink motor insurance and bring drivers a great experience at a great price. Our story began in Italy, where we’ve quickly become the number one online motor insurance provider. In fact, we’re trusted by over 5 million drivers. And now we’re expanding to help millions more drivers in the UK and Spain.
In 2025, Prima became part of the AXA Group, enabling us to further realize our potential through global expertise. Our core ambition remains market leadership through advanced technology, outstanding people, and an exceptional customer experience.
To help fuel that growth, we need a
Claims Leader to play a pivotal role for Prima as we build the UK most ambitious next generation of tech-enabled Motor Insurance Claims operations.
Prima is in a crucial transition phase for Claims – as we move from an outsourced model (via a Third-Party Administrator) to an internalised model, built on proprietary tech and led by outstanding people in our Manchester city centre Claims Hub.
Reporting directly to the Head of Claims UK, you’ll take on two critical responsibilities:
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Lead our specialist claims operations: Build and lead our Bodily Injury, Third-Party Property Damage, Credit Hire and Engineering teams, taking ownership of their operational performance, claims outcomes and indemnity spend
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Drive technical excellence across UK Claims: Establish and maintain technical standards across the entire Claims function, ensuring consistent approaches to reserving, liability assessment, claims handling, settlement strategies and quality assurance.
This is a rare opportunity to combine direct operational leadership with broader technical authority, shaping not only how we manage our most complex claims but also how our entire Claims organisation operates.We are looking for a visionary leader with an established track record of business-building. You will not just build a team; you will work to define our Technical & Complex Claims philosophy and approach, drive portfolio-level financial performance, and work closely with our Product and Engineering teams to translate your technical expertise into better processes and technology, challenging traditional approaches to claims management.
Excited to make an impact? Here are the details
What you'll do
Lead our Bodily Injury, Third-Party Property Damage, Credit Hire, and Motor Engineering operations
Build and lead a capable team of high-calibre Technical Claims Specialists across High-Value Claims, Large Loss, Complex Bodily Injury, and Third-Party Property Damage / Credit Hire and Engineering. As we internalise and scale the overall functions, this role will lead a team of Managers responsible for each of these individuals domains of in-function expertise.
Establish strong processes across Technical Claims to ensure case strategies are effective, proactive, and focused on commercially-aware settlement.
Act as a senior point of escalation for Claims exceeding individual specialist handlers’ authority limits; ensure that key case decisions are effective, facts-based, and well-considered.
Review and challenge Complex Claims case strategies, detailed reserving calculations, litigation approaches, and high-value settlements.
Maintain excellent relationships with key Company stakeholders as well as stakeholders across our Capacity / Reinsurance Partners, in regard to the management of Complex Claims.
Drive technical excellence across UK Claims
Define and maintain the technical claims framework across all UK Claims teams, including FNOL, Engineering, Accidental Damage, Intervention, Bodily Injury, Third-Party Property Damage and Credit Hire.
Establish consistent technical standards covering liability assessment, reserving, settlement strategies, litigation management, fraud referrals and claims leakage.
Support the development of technical expertise across the entire Claims organisation through coaching, training, case reviews and knowledge sharing.
Work with the Head of Claims UK to identify systemic drivers of claims performance and implement improvements across the function.
Ensure technical standards evolve as our portfolio grows, incorporating emerging claims trends, regulatory developments and market best practices.
Hold joint accountability (with the Head of Claims UK) for financial performance of the UK Claims portfolio across all teams;
Deliver Tech-enabling Domain Expertise:
Serve as the lead Subject Matter Expert to Product and Engineering colleagues as we build a market-leading proprietary Claims Management Platform.
Support in translating expertise and experience / Technical Claims logic into easy-to-understand business requirements and user needs.
Work closely with our Claims Business Architect to design and embed well-structured and effective Technical Claims processes.
Collaborate closely with Data Science teams to develop and deploy predictive analytics and automated fraud detection models.
What we’re looking for
Senior Leadership: 10+ years of senior leadership experience within the UK Retail Motor Insurance market, either at a large UK insurer, MGA, or InsurTech.
Transformation Experience: Demonstrated experience of leading major claims transformation activity, with a proven track record of designing, scaling and/or restructuring Complex Claims functions.
Financial Acumen: Deep expertise in managing multi-million pound Complex Claims portfolios; proven ability to set reserving philosophies, establish appropriate authority limits, and manage the financial levers that drive Loss Ratio performance.
Subject Matter Expertise: Advanced knowledge of all areas of Complex Claims, including Large Loss, Complex Bodily Injury, Credit Hire indemnity strategy, Case Law, Litigation Management.
Entrepreneurial Approach: Demonstrably “can-do” mindset; able to effectively operate within a fast-paced MGA environment.
Tech-forward Mindset: Strong strategic grasp of how advanced technology (including AI, Machine Learning, and Advanced Data Science) can be used to disrupt and reinvent traditional claims handling processes for the better.
People Leadership / Gravitas: Proven ability to lead and inspire a team of ambitious Domain Managers, and Technical Claims Specialists.
Cross-functional Influence: Highly adept at working transversally across different functional areas to drive collaboration and ensure effective progress.
Technology Ways of Working: Extensive experience of working with / alongside software engineers, product managers, and UX designers; knowledge of UK Claims Management platforms.
🏁 Grow with us: We may move fast at Prima, but we move together. Get access to learning resources, mentorship and a growth plan tailored to you.
🌈 Thrive and perform: Your best work begins when you feel your best. Enjoy private healthcare, gym discounts, wellbeing programs and mental health support.
Think you’re a match? Apply now.
At Prima, we celebrate uniqueness. If you don’t meet every requirement but are passionate about this role, we still want to hear from you. Innovation thrives on diverse perspectives.
Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at ----- Let’s build the future of insurance, together.
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