Billy Hinken has been promoted to the newly created role of Head of Claims Operations
Published On : 07 Apr 2020
Pen Underwriting has promoted Billy Hinken to the newly created position of Head of Claims Operations, as it continues its investment in operational transformation to further strengthen and enhance its core claims capability as a virtual insurer.
Billy’s appointment, effective immediately, will see him take responsibility for the strategic delivery of multiple projects which together form Pen’s claims transformation programme and establishment of its Target Operating Model. He will retain his responsibilities as Pen’s head of specialty & financial lines claims, and continue to report to Gareth Crosbie, Pen’s Claims Director.
Billy brings 18 years’ industry experience to his new role, including claims adjusting and counter-fraud capabilities alongside technical claims expertise across the full spectrum of commercial insurance, with a particular specialism in financial lines.
In addition, as leader of Pen’s multidisciplinary innovation forum, Billy has already spearheaded some of the specialist underwriting business’ most impactful claims initiatives - including its Solicitors’ Professional Indemnity ‘Friday afternoon fraud’ response, run in conjunction with law firm Mills & Reeve. To date, £4.1m of £6.3m (64%) lost to conveyancing fraud through cyber-attack and the diversion of completion monies has been successfully recovered as a result.
Billy Hinken said: “I’m excited to take on this new role, creating as it does a platform to build upon our achievements to date, replicate them across all claims divisions and provide focus for developing new processes that put the customer at the heart of everything we do. Delivery of a Target Operating Model will give us even better insight into Pen’s claims across the piece and promote our ability to innovate and think creatively about new solutions.”
Gareth Crosbie said: “Billy’s natural flair for innovation, creative problem-solving and continual push for enhanced operational efficiency, see him brilliantly placed to assume responsibility for the strategic delivery of critical projects within our claims transformation programme. This programme has already seen us design, deliver and implement a bespoke claims handling system for all commercial claims, with investment now focused on optimising and enhancing the data immediately available to our actuarial and pricing teams.
“Billy has a great ability to engage and pull people together towards the achievement of a common goal and I know he will excel in his new position.”