Guest Claims Handler

Position is based in Weybridge, UK.

Journey with us!

Combine your career goals and sense of adventure by joining our Guest Claims & Litigation Team. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The International Guest Claims Handler investigates, evaluates and manages personal injury, illness, medical negligence and other guest claims arising across Royal Caribbean Group's global guest markets.

The role is responsible for managing claims through all stages of the claims lifecycle, including investigation, liability and quantum assessment, reserve setting, settlement negotiations, attorney-led claims, litigation support and dispute resolution across multiple international jurisdictions and legal systems.

The role works closely with external counsel, insurers, operational stakeholders and internal business partners to mitigate risk and achieve commercially appropriate outcomes.

Essential Duties and Responsibilities:

Under the supervision and authority of the Senior Manager, Guest Claims & Litigation:

• Investigate, evaluate and independently manage a caseload of personal injury, illness and other guest claims arising across multiple international jurisdictions, including assessment of liability, causation, quantum and litigation exposure
• Determine appropriate claims strategy, establish and maintain accurate reserves, assess financial exposure and make recommendations regarding settlement, litigation and alternative dispute resolution
• Manage attorney-represented and non-represented claims, including direct negotiations with guests, English & Welsh solicitors, international attorneys and other third-party representatives to achieve fair and commercially appropriate outcomes
• With guidance, draft substantive claims correspondence and legal documentation including liability responses, settlement communications, court pleadings, arbitration submissions, litigation instructions and other pre-action materials
• Support and assist external counsel with litigated matters, including discovery exercises, witness evidence, document review, defence preparation, jurisdictional issues, mediations, arbitrations and court proceedings
• Manage claims progressing through court proceedings, arbitration schemes, consumer redress processes and other formal dispute resolution mechanisms
• Liaise with shipboard personnel, Guest Care, Medical, Security, Hotel Operations, Customer Relations, insurers, P&I Clubs and legal teams to investigate incidents, gather evidence and assess liability exposure
• Monitor and report significant claims, litigation trends, operational risks, projected costs and loss prevention opportunities to management and relevant stakeholders
• Lead or assist with complex discovery projects, document preservation exercises, regulatory requests and large-scale information gathering exercises associated with claims, litigation and investigations
• Support departmental initiatives, strategic projects, operational improvements and risk management activities
• Responsible for maintaining accurate claim reserves, assessing financial exposure and supporting settlement recommendations across an individual caseload.
• Contributes to departmental financial reporting and provides administrative support to the wider claims function where required

Knowledge and Skills:

Bachelor's degree or equivalent qualification preferred; however, consideration will be given to candidates who have been educated to A-level standard (or equivalent) and gained relevant experience through a comparable claims handling, insurance, legal or risk management role (see below).

Required Experience

• Background in investigating, evaluating and managing personal injury, illness or other liability claims
• Ideally within a claims handling, insurance, legal or risk management environment
• Experience gathering and analysing evidence, assessing liability and quantum
• Proficient in drafting substantive correspondence
• Ability to effectively communicate with claimants or their representatives and managing matters from initial notification towards resolution
• Sound analytical judgement, effective caseload management and the ability to interpret medical, legal and technical information

Highly Desirable

• Knowledge of attorney-represented claims, litigation or formal dispute resolution, reserve setting and claims across multiple jurisdictions or legal systems
• Experience working with external counsel, insurers, P&I Clubs or operational stakeholders
• Knowledge of the travel, hospitality or maritime sectors and relevant frameworks such as the Athens Convention and Package Travel Regulations

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance and more relevant details to answer any additional questions.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, colour, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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