Pen Underwriting strengthens claims leadership in transformation strategy

London-based MGA 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.

Hinken has 18 years of experience in claims adjusting and counter-fraud capabilities alongside technical claims expertise across the full spectrum of commercial insurance, with a particular specialism in financial lines.

Hinken will be responsible 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.

In addition, as leader of Pen’s multidisciplinary innovation forum, he 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. Pen noted that till date £4.1 million of £6.3 million (64 percent) lost to conveyancing fraud through cyber-attack and the diversion of completion monies has been successfully recovered as a result.

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.”

Crosbie commented: “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.”