Director of Motor Claims Customer

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

Our vision is to create a world where insurance is personal, inclusive and a force for good. Our purpose is to help people carry on with their lives, giving them peace of mind now and in the future. We have ambitions for growth and driving change at pace – aspiring to be the UK’s largest insurer.

Operating as a key member of the Claims leadership team and reporting into our Managing Director of Claims (Martin Milliner - ExCo), this new role will lead and integrate all the core Motor Claims functions across Direct Line Group (DLG), including Motor Claims Response, Fulfilment, Motor Networks/DLG Auto Services, Credit Hire, 3rd Party Capture, Motor Claims Recoveries and low value Bodily Injury.

In July 2024, we announced a refreshed strategy with the objective of establishing DLG as the customers’ insurer of choice and delivering profitable growth. In Motor we aim to deliver technical excellence across the value chain and meet customers where they shop by launching Direct Line on Price Comparison Websites (PCWs). This role will be critical in developing customer excellence and ease through the end-to-end Motor Claim customer journey, including digital first journeys, leading in claims cost and indemnity control and developing cutting edge Claims technical excellence. The role holder will also need to focus on transforming and integrating the overall Motor Claims value chain, building more digital channels in line with the broader Claims Transformation programme, developing a culture of high performance and commerciality and ensuring a strong regulatory and control environment across the overall directorate.

The Director of Motor Claims Customer will drive a collaborative and effective working partnership between the Motor product area, Actuarial, Pricing and Underwriting to align the core Claims functions and data with the wider business to help shape product, pricing and growth strategies. As a key member of the Claims leadership team and DLG Enterprise Leaders Network, the role contributes to the wider strategic leadership, direction and development of the organisation and works collaboratively across the broader DLG organisation.

The role holder will be a certified person under the FCA regime and will be responsible for leading and developing a strong risk and controls culture across Motor Claims with a focus on delivering good outcomes for our customers and reducing customer effort in Motor Claims Management.

What you'll be doing:

1. Develop and optimise the end-to-end Motor Claims operation to improve the customer journey and experience, and to ensure the delivery of good outcomes (customer, risk, commercial, people).
2. Deliver indemnity improvement and cost control through all claims levers, creating more value and competitive advantage for the group and the Motor P&L - including but not limited to optimising our own DLG Auto Services business (through which we own 23 garages across the UK).
3. Accountable for the Motor Claims components of the overall Claims transformation programme. This will be in parallel with, and in support of, the current/future Group digital transformation strategy to create an omni-channel, multichannel approach to claims resolution.
4. Lead and develop a data driven culture across Motor Claims, looking for opportunities to better leverage data to strengthen commercial, operational, performance, risk and customer outcomes.
5. Develop a commercial, customer-focused ‘one-team’ culture across the Motor Claims function. Inspire and motivate colleagues of all levels across Motor Claims. Develop a clear vision and strategy for the function, building a culture of high performance and accountability.
6. Coach and develop the role’s direct reports to build potential, maximise performance and create a high performing, highly engaged Motor Claims leadership team. Ensure robust succession plans are in place to support leadership development, future skill requirements and operational continuity.
7. Ensure that a strong risk management culture, and appropriate risk management and controls processes are actively maintained across Claims. This includes compliance with the rules, requirements, and principles of the Financial Conduct Authority (FCA), Prudential Conduct Authority (PRA) and any other legal/regulatory/risk management framework - eg Treating Customers Fairly and Consumer Duty requirements.
8. Identify and action any legal and regulatory changes, or trends in claims handling and settlements that could impact policy coverage, pricing and/or claims settlement costs, maintaining effective controls within the Motor Claims area of Direct Line Group.

What we're looking for:

• Deep Motor Claims leadership with previous senior level experience within an FCA-regulated financial services organisation (ideally insurance sector) and experience of interaction/collaboration with the FCA.
• Significant experience of operating at an executive level, liaising with key senior stakeholders across both operational and corporate support functions.
• Passion for customer service and the ability to build, develop and motivate high performing teams to deliver outstanding customer and commercial outcomes and react quickly to changing market conditions.
• Ability to proactively manage business risk and ensure compliance remains at the forefront of the business operation.
• Alignment with DLG Leadership Capabilities (e.g. strategic mindset, customer focus, driving accountability, developing talent, resilience, courage, managing disagreements, planning and aligning, etc.).
• Well-connected and externally focused view across relevant external industries.

Ways of Working:

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a ‘best of both worlds’ approach combining the best parts of home and office-working.

This role will be based out of one of our main offices - c. 3 days per week.

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle. Our core benefits include:

• Flexible and generous annual leave - 30 days. You also have the option to buy or sell up to 5 days each year too to suit you the way you want it to
• 9% employer contribution into your pension – regardless of whether or not you pay into the pension plan. You can also opt to take this is a cash benefit instead.
• Annual bonus and long term incentive plan - dependent on personal and company performance.
• Free private medical cover for you
• 50% off home, motor and pet insurance.
• Free travel insurance and free Green Flag breakdown cover.
• Life assurance.
• Income protection.
• Access to company car and cycle to work schemes.
• Retail discounts to your everyday shopping needs

Being yourself:

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every single one of us brings.

Every person, team, Squad, Tribe, and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher. Together, we're one of a kind.

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