Guillermo Hoces Hurtado
Las Rozas de Madrid,Spain
Summary
Dynamic and results-driven leader with over 15 years of experience in the P&C insurance industry, specializing in Claims Management, Claims Operations, TPAs, vendor relations, new market development, and claims IT systems. Passionate about creative problem-solving, driving operational excellence, and contributing to diverse, cross-functional projects.
Overview
16
16
years of professional experience
2011
2011
years of post-secondary education
Work history
Deputy Head of Claims Continental Europe
Everest
Madrid
2024.05 - 2026.02
- Deputy to the Head of Claims Continental Europe (CE), supporting the development of the Continental Europe Claims function across Spain, Germany, the Netherlands, France, and Italy.
- Established and managed the Everest Business Center (EBC) for CE countries, leading a team of six Claims Assistants handling day-to-day administrative claims tasks, including follow bordereaux, FNOL (First Notice of Loss) intake, and payment processing.
- Served as Interim Head of Claims Spain supporting the set-up and development of the Spanish Claims department. Responsibilities included regular operational meetings with Underwriters and the Country Manager to understand risk appetite, align claims handling approach, and strengthen and upskill the local claims team.
- Contributed to the launch of the Italy office, overseeing local regulatory setup and IT system enhancements.
- Prepared regional Claims MI reports and implemented operational controls across CE branches.
- Reviewed and reported Large Losses (+USD 0.5M share) and supported Global Program implementation, including Claims Guidelines and reinsurance coordination.
- Managed Vendor and TPA onboarding processes tailored to each country’s needs.
Team Leader First Party Iberia
AXA XL
Madrid
2020.06 - 2024.05
- Accountable for the First party Claims Department (Property, Energy, Construction, Marine, Fine Arts & Specie, Private Clients, Aviation, Accident & Health, TPAs & Coverholders) and seven staff claims handlers.
- Direct contact with UWs, Brokers and insureds, discussing high complex claims, detecting trends and policy wording improvements.
- Design & analyst & monitor KPIs and SLAs data to detect backlogs, claims trends and achieve team goals. Monthly dashboard discussed with HoC (workloads).
- On board of new vendors as per First Party Team needs (scale fees discussions, engagement letter, T&C)
- Provide leadership and direction for employees, supervising activities to drive outstanding customer experience.
- Intercede and mediate on behalf of staff on problematic claims preventing further escalation.
Senior Claims Specialist
AXA XL
Madrid
2013.01 - 2020.06
- Practice Areas: Casualty, Property, FineArt, Accident & Health and TPA.
Claim Handler
ASEMAS
Madrid
2010.06 - 2013.01
- Practice Areas: Professional Indemnity claims, A&H claims and Construction claims.
Education
Graduate - Law And Economics
Universidad Carlos III
MadridSkills
- Client support
- Team supervision
- Process improvement
- Trend analysis expertise (KPIs and SLAs)
- Negotiation skills
- Vendor & TPA management
- Excellent organization skills - able to prioritize work and meet deadlines
LANGUAGES
English C1
PROYECTS AND OTHER INITIATIVES
- New LoBs developing & implementation (Accident & Health) for Iberia (2019 – run off): policy wordings, TPA & Medical assistance Service provider on boarding, launch of new COVID protection product (RIU protect).
- AXAXL APAC & Europe region (+ 6 B EUR GWP) claim representative for key strategy project (FUSION) focused on UW & Claim pain points & E2E Customer Journey (since 2022): Improve claims & client experience removing non add value tasks, improving claims procedures (agile & swim lanes & anchor models).
- Claim IT System: Since 2014 member of Global Claims Ambassadors Network representing Iberia. Training on Claim IT system for new joiners, discuss & test & roll out enhancements, point of contact for Claims Team Iberia & Latam.
- Claims Academy (2022 – 2023): Iberia representative designing an in-house learning material training for global claims community.
- TPA Iberia (since 2014): New TPAs & ASPs implementation. Contracting (included fee negotiation), monitoring & audit performance. Follow ups with TPAs on board. Scalation on a DA regional level in case of workloads/service issues. Design of remediation plan if necessary.
Timeline
Deputy Head of Claims Continental Europe
Everest
2024.05 - 2026.02
Team Leader First Party Iberia
AXA XL
2020.06 - 2024.05
Senior Claims Specialist
AXA XL
2013.01 - 2020.06
Claim Handler
ASEMAS
2010.06 - 2013.01
Graduate - Law And Economics
Universidad Carlos III