Job Description

Our client is a leading insurance company in Malta, offering a wide range of insurance solutions and placing strong emphasis on customer service, professionalism, and operational excellence. They are looking for an experienced Senior Claims Executive to join their Personal Lines Claims team.

The Senior Claims Executive will manage complex, high-value, contentious, and sensitive claims while acting as a senior escalation point within the Claims function. The role combines advanced claims handling with technical guidance, mentoring, and support to junior claims handlers and internal stakeholders.

The successful candidate will use sound professional judgement to manage claims involving legal complexity, complaints, potential fraud, and reputational risk, while ensuring fair customer outcomes and compliance with regulatory and company requirements.

Key Responsibilities

• Assess and determine complex and high-value claims against policy conditions, applying a strong understanding of insurance principles and policy wordings.
• Manage complex personal and commercial lines claims from notification through to settlement.
• Provide senior-level guidance to policyholders and stakeholders on sensitive or contentious claims, including declinatures and partial settlements.
• Act as an escalation point for technical, legal, regulatory, fraud-related, and customer service matters.
• Negotiate settlements within delegated authority limits, ensuring fair and consistent outcomes.
• Investigate complex claims and identify potential fraud indicators or policy coverage issues.
• Liaise with lawyers, loss adjusters, medical experts, surveyors, engineers, and other specialists.
• Review and monitor claim reserves and costs to support effective cost control.
• Handle complaints and assist with the resolution of escalated customer concerns.
• Provide technical guidance and support to ensure consistency and quality in claims decisions.
• Coach, mentor, and support junior claims handlers.
• Promote fair treatment of customers and ensure compliance with legal, regulatory, and company requirements.
• Contribute to continuous improvement initiatives and identify opportunities to enhance claims processes and customer experience.
• Maintain accurate records and prepare reports as required by management.

Requirements

• Diploma in Insurance at Level 5 or an equivalent professional insurance qualification.
• Minimum of 2 to 4 years of experience in insurance claims handling.
• Proven experience handling complex, high-value, contentious, or sensitive claims.
• Experience dealing with lawyers, loss adjusters, external experts, and other relevant stakeholders.
• Strong understanding of insurance principles, policy interpretation, and claims management.
• Good knowledge of legal and regulatory requirements relevant to claims handling.
• Advanced knowledge of personal lines claims.
• Strong negotiation, decision-making, problem-solving, and complaint-handling skills.
• Knowledge of fraud identification and investigation techniques.
• Excellent communication, stakeholder management, and report-writing skills.
• Advanced IT proficiency.
• Experience supporting or mentoring junior team members will be considered an advantage.
• Excellent verbal and written communication skills in English and Maltese
• Strong professional judgement, attention to detail, and commitment to quality.
• Ability to work effectively under pressure and manage multiple priorities.

What We Offer

• Flexible working hours throughout the year.
• Summer working hours during July and August, Monday to Friday, from 8:00 a.m. to 3:30 p.m.
• Fully equipped gym with showers, toilets, and lockers.
• Birthday leave.
• Health insurance.
• Life insurance.
• Personal accident insurance providing 24-hour coverage.
• Transport and canteen allowances.
• Enhanced maternity and parental leave benefits.
• Additional benefits for employees returning from maternity leave.
• Pension plan incentive after two years of service.
• Study and examination leave.
• Sports and cultural leave.
• Training sponsorship related to your field of work after the probation period.
• Canteen facilities.
• Staff loyalty programme.
• Mental health support sessions.
• Annual medical check-ups.
• Regular visual display unit testing.
• Staff discounts on insurance products.
• Performance bonus based on agreed objectives.
• Compassionate transfer of leave scheme.
• Opportunities for professional development and career progression.

Working Conditions

The role is primarily office-based, with limited remote working flexibility depending on operational requirements. The position involves regular interaction with customers, colleagues, legal representatives, loss adjusters, and other external stakeholders.

Standard office hours apply, although occasional flexibility may be required to manage urgent claims, complaints, or business priorities.

Join Our Client's Team

If you are an experienced insurance professional with strong technical claims knowledge and a passion for delivering fair and excellent customer outcomes, we would love to hear from you. Apply today and take the next step in your insurance career.