Complaints Specialist (UK/IRE) - APA/CIP Qualified
Core
Investigate insurance complaints, gather evidence, and prepare regulatory responses to ensure fair resolution and process improvement.
Role type
Senior IC complaints specialist (insurance)
Builds
Regulatory-compliant complaint resolutions and improved claims handling processes
Domain
Insurance / Regulatory Compliance
Deliverable
client delivery
Required skills
Insurance claims handling, complaint investigation, regulatory correspondence, root-cause analysis, policy wording interpretation, evidence-based conclusions
Preferred skills
Complex claims experience, process improvement, stakeholder management
Technologies
N/A
Responsibilities
Own and investigate insurance complaints from receipt through to resolution; Prepare clear, accurate and evidence-based written complaint responses; Investigate and prepare responses to complaints and information requests from regulatory bodies and Ombudsman services; Maintain oversight of complaint and regulatory deadlines; Work closely with insurance carriers and partners on complaints requiring their input; Complete root-cause analysis and recommend improvements to claims processes; Provide constructive feedback to Claims Handlers and operational teams; Support the development and maintenance of complaint procedures and internal guidance
Seniority
Mid-level, hands-on IC