Claims Lead

🚀 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 product.

• Set the rules for how the team works with AI: what it may do on its own, what always needs human review, and how we check its output.

• Test AI workflows on real claims and judge honestly what works and what doesn't.

• Make sure AI use stays within our delegated authority, carrier requirements and the GDPR, with human accountability for every claims decision and clear reasoning for customers.

Driving efficiency and quality

• Monitor claims performance: cycle time, backlog, touch rate, share of claims handled without manual intervention, reopen rate, complaint rate and leakage.

• Find where claims lose time or money and fix it, whether that's a triage rule, a template, a document request or an AI workflow.

• Feed claims experience back into products and policy conditions: unclear wording, partner journey friction, and loss trends you see first.

Compliance and control

• Make sure claims are handled within our delegated claims authority, carrier guidelines and applicable regulation.

• Deliver accurate claims data for carrier bordereaux and reporting, and prepare the claims operation for carrier audits.

• Keep the complaints register and handle claimant data in line with GDPR.

🎯 About You

Must-haves:

• 5–8 years of hands-on non-life claims handling at an Insurtech, insurer, MGA, broker, TPA or loss adjuster.

• A strong command of the fundamentals of claims: coverage analysis, burden of proof, the indemnity principle, depreciation and new-for-old, excess and underinsurance, reserving, recovery and fraud detection.

• Experience handling complex or disputed claims and complaints.

• Experience coaching or leading claims handlers, formally or informally.

• Hands-on experience using AI tools in your own work (such as LLM assistants, document extraction or claims automation), and a clear view of where they help in claims and where they don't.

• A track record of making a claims process faster or better, not only working inside one.

• Precise, plainly readable written communication.

• Fluent English, plus Dutch or German at native or near-native level.

• Based in or willing to relocate to Amsterdam.

Nice-to-haves:

• Both Dutch and German.

• Experience with Dutch or German policy law (BW Boek 7 / VVG) and complaint bodies (Kifid / Versicherungsombudsmann).

• Experience introducing AI or automation into a claims or operations team.

• Familiarity with the regulatory side of AI in insurance (such as GDPR and AI Act).

• Experience with embedded claims, where the customer's relationship is with the distribution partner rather than the insurer.

• Startup or scale-up experience.

🌟 What We Offer

• World-class team: Work with top experts in their fields

• High-impact role: Shape Fidamy’s operational backbone and grow into larger responsibilities

• Innovation: Help launch cutting-edge embedded insurance products

• Competitive package: Base salary between EUR 70k-85k, Performance-based bonus and stock options

• Modern Amsterdam office with flexible, hybrid work options

• Regular team events and social activities

👋 Ready to Join Us?

Excited about our mission, even if you don’t meet every requirement? Apply anyway! What matters most is your passion, drive, and ownership.

📨Apply now: via our career website or via LinkedIn - "Claims Lead," with your LinkedIn profile, contact details, and CV if available.

Let’s rethink insurance together, from the ground up.