Head of Claims, Personal Lines

Summary & Job Details:

Allianz Partners Hong Kong is a leading local B2B2C insurance solution provider, specialized in consumer lines insurance products and assistance services. Our partnerships include leading global and local brands, and span across automotive, banking, tourism / airline, retail / eCommerce sectors, as well as traditional broker and agency channels.

Our Head of Claims , Personal Lines will oversee and manage the claims operations for the personal lines products, including motor, travel, home, accident, and warranty/specialty products.. As the Head of the department, you will be responsible for leading a team of claims professionals, ensuring efficient and effective claims processing, and delivering exceptional customer service while collaborating closely with other departments to ensure both team’s level and companywide strategic priorities are met.

Key responsibilities include:

Strategic Leadership

Define and execute the overall claims strategy for personal lines (including motor), aligned with the company's business objectives, profitability targets, and customer experience goals

Drive continuous improvement in claims processes, leveraging data analytics, technology, and Group practices to enhance efficiency and outcomes

Develop and manage a team of claim handlers and experts , ensuring cost-effective operations while maintaining service quality and adequate reserving

Claims Operations & Performance

Oversee end-to-end claims handling across all personal lines products (motor, property, travel, personal accident, etc.), ensuring timely, fair, and accurate settlement of claims

Monitor and manage key performance indicators (KPIs) such as claims cycle time, settlement ratios, loss ratios, customer satisfaction (NPS), and leakage

Ensure adequate and accurate claims reserving in line with internal standards and guidelines

Manage large/complex claims and catastrophe events , ensuring appropriate escalation, decision-making, and communication protocols are in place

Fraud & Cost Management

Lead claims fraud detection and prevention initiatives , implementing robust anti-fraud frameworks, tools, and investigation processes

Negotiate and manage relationships with third-party service providers , including loss adjusters/surveyors, repair networks, legal panels, and other providers to optimise cost and quality

Drive claims cost containment strategies while maintaining fair and customer-centric outcomes

People & Stakeholder Management

Lead, develop, and motivate the claims team , fostering a high-performance culture with a focus on technical excellence, accountability, and employee engagement

Build and maintain strong relationships with internal stakeholders (underwriting, actuarial, finance, legal, account management) and external partners (regulators, brokers/partners, reinsurers)

Recruit, train, and develop claims talent , ensuring succession planning and continuous professional development across the team

Compliance & Governance

Ensure full compliance with local regulatory requirements, industry codes of practice, and internal governance frameworks

Maintain robust claims governance , including authority matrices, audit readiness, and adherence to data protection and privacy regulations

Represent the claims function in regulatory audits, board reporting, and senior management forums

Digital & Innovation

Champion digital transformation within the claims function, including automation, AI-assisted decision-making, self-service capabilities, and straight-through processing

Leverage data and analytics to identify trends, improve decision-making, and proactively manage claims performance and emerging risks

Required Qualifications:

Bachelor's degree in Insurance, Business Administration, Law, Finance, or a related discipline; a Master's degree or MBA is an advantage

Professional insurance qualifications such as ACII (Chartered Insurance Institute), ANZIIF (Australian & New Zealand Institute of Insurance and Finance), or equivalent are highly desirable

Membership or fellowship of a recognised insurance or claims professional body is a plus

Minimum 15+ years of experience in general insurance claims, with a strong focus on personal lines (including motor, property, travel, and personal accident), including at least 5 years in a senior leadership role managing a claims function or large claims team

Proven track record of managing a personal lines claims portfolio in Hong Kong or a comparable Asia-Pacific market

Demonstrable experience in managing motor claims, including bodily injury, third-party liability, and vehicle damage claims under Hong Kong’s regulatory and legal framework

Familiarity with Hong Kong common law principles as they apply to personal injury, motor liability, and property damage claims

Proficiency in claims analytics, reserving methodologies, and loss ratio management

Strong people leadership skills with the ability to build, develop, and motivate a high-performing claims team

Excellent stakeholder management capabilities - ability to engage effectively with underwriting, actuarial, finance, legal, brokers, and regulators

Customer-centric mindset with a commitment to delivering fair and timely claims outcomes

Strong negotiation and decision-making skills, particularly in managing complex or high-value claims

Ability to drive change and transformation, including digital and process improvement initiatives

Excellent written and verbal communication skills, with the ability to present to senior management and board-level audiences

Full-time