Claims Lead

Job description

🚀 About Fidamy At Fidamy, we believe insurance should be simple, transparent and relevant. We combine insurance expertise with API-first and AI-native infrastructure to embed coverage directly into the products and services of retailers, e-commerce platforms and service providers across Europe. We are an independent InsurTech with our own AFM licence as a gevolmachtigd agent (MGA), backed by NN Group. We underwrite, administer and handle claims on behalf of our carriers, so the quality of our insurance operation is our product. 🧭 What You’ll Do You lead Fidamy's claims team and report directly to the Chief Insurance Officer. You carry your own claims file, take the complex and escalated cases, coach the team, and decide, case by case and process by process, where AI does the work and where a person must. You don't manage claims from a distance. You're in the files every day, and that's exactly why you'll see where the process should change. Your core responsibilities: Handling claims Handle your own claims file end to end, from FNOL to settlement or declinature, with a focus on complex, high-value and disputed claims. Make coverage decisions based on the policy conditions and applicable law, and write reasoned decisions that hold up with customers, partners, carriers and complaint bodies. Set and review reserves, authorise payments within your mandate, and escalate above it. Instruct and manage third parties such as loss adjusters, repairers, replacement vendors and, where needed, external counsel. Pursue recovery and subrogation where a third party is liable, and identify and refer suspected fraud. Leading the claims team Run the claims team day to day: priorities, workload, backlog and escalations. Coach claims handlers on coverage, communication and decision quality, and review files through regular quality checks. Handle complaints about claims decisions, including cases escalated to Kifid or the Versicherungsombudsmann. Be the claims contact for colleagues, partners and carriers. Building AI-native claims handling Use AI in your own daily claims work, for document review, summarising files, drafting decisions and customer correspondence, and checking coverage against conditions. Identify where AI can take over or speed up steps such as FNOL intake, triage, document checks, fraud signals and customer updates, and put it into practice with tech and pro…