Job Description

We’re recruiting for a Head of Claims (Group Protection) to join us in our Hove office on a hybrid basis.

What you’ll be doing

• Lead the Claims Strategy: Drive the delivery of our claims service philosophy, ensuring delegated authorities are effectively managed and aligned with LG Retail’s strategy, focus areas, and Group Protection objectives.
• Enhance Customer Experience: Develop and refine processes and systems to provide exceptional customer service and a market-leading claims proposition for our Group Protection clients.
• People Leadership: Manage and support your team by applying consistent leadership practices, following Group policies and the Partnership Agreement to maximise performance and engagement.
• Build a High-Performance Culture: Regularly review team roles and capacity, ensure qualifications are maintained, support career development, and address performance or behavioural issues promptly with appropriate escalation.
• Stakeholder Engagement: Foster strong relationships with key intermediaries and customers, representing business objectives while showcasing thought leadership and industry expertise.
• Drive Continuous Improvement: Promote a culture of innovation and efficiency, ensuring cost control and delivery against the annual claims budget in line with LG Retail’s objectives.
• Ensure Compliance: Oversee processes to ensure customer data is handled in line with GDPR, the Access to Medical Reports Act (1988), and Legal & General’s confidentiality policies.
• Customer-Centric Service Delivery: Organise and prioritise service provision to meet customer needs—whether they’re switching products, submitting claims, or raising complaints.

Qualifications

Who we’re looking for:

• Strong analytical and risk management skills, with the ability to think creatively and lead strategically within the claims space
• Proven leadership and people management experience, with the ability to inspire and develop high-performing teams
• In-depth knowledge of Group Protection products (current and legacy)
• Familiarity with Individual Income Protection policies
• Understanding of medical conditions, occupational impacts, and their influence on work capability
• Awareness of external investigative and rehabilitation services
• Up-to-date knowledge of medical developments, regulatory requirements (e.g. ABI/FCA), and changes to claims or underwriting philosophies
• Knowledge of welfare legislation and DWP initiatives
• Extensive understanding of relevant legislation and regulation, including:
  • Equality Act
  • Welfare Reform Act
  • Health & Safety at Work
  • Working Time Directives
  • Employment Law
  • GDPR
  • Access to Medical Reports Act
  • Financial Ombudsman Service
• Experience operating within delegated claims authorities and representing the function at senior internal and external meetings

Benefits

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• 30 days holiday, plus public holidays. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• Discounts on our products and from high street stores and online
• Wellbeing-focused workspace environments that support collaboration and connection

Additional Information

At L&G, we believe it’s possible to generate positive returns today while helping to build a better future for all. We’re open to discussing flexible working options including part-time, term-time and job shares where possible. We care about outcomes and encourage diverse backgrounds, views and experiences.