Meet the team - Max Hitchcock AVP Claims, North America

Few are more experienced or influential in automotive claims in North America than QBE Automotive Protection’s Assistant Vice President of Claims, Max Hitchcock.

With nearly three decades of experience in the automotive extended warranty market, Max got his start with GE Auto Warranty Services after leaving a General Motors dealership and a series of other automotive repair centres.

By 2019, Max was ready for a change. He wanted to continue to pursue his passion for all things automotive in a collaborative team environment.

Joining QBE, a global company with close relationships to major automotive manufacturers, was a natural fit. Today, Max leads a team of 41 claims professionals based just outside of Denver, Colorado.

“I’ve been given the opportunity to grow the business and show how agile a claims operation can be. It’s the reason we exist – the way we administer claims is crucial to our overall success,” he says.

A supportive culture

Also crucial to success is the way QBE Automotive Protection operates, which Max says is a refreshing change.

“Every company has its own way of doing things. With some of my previous employers, there was a lot of central control over individual sites. Here, I have been given greater opportunities with fewer restrictions,” he explains.

“It’s the first place I have worked where everyone genuinely works as a team and pulls in the same direction, regardless of where they are in the world.”

He says that this supportive culture gives him the confidence that he will be able to achieve his ambition: to make QBE Automotive Protection the best protection operation the automotive business in the US.

While he admits they are not there yet, he’s confident they’re getting close. “I like perfection and that’s what we are striving to achieve. No human is perfect but I constantly encourage them to be the best team they can,” he says.

The benefits of dual expertise

Max and his team are turning to technology to smooth out those human imperfections in the system.

“We’re always looking for new technology such as AI and automation to speed up the claims process,” he says.

“We want to be able to make better, faster decisions for customers, whoever and wherever they are.”

But Max is adamant that people will remain at the heart of his operations. “We are probably one of the only providers where almost everyone is a licensed insurance claims specialist,” he says.

“Our clients and their customers know that if they have to make a claim, they are dealing with experts in both insurance and the automotive market.”