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Job description: Claims Handler
As an insurance claims handler, you'll deal with every aspect of an insurance claim on behalf of your clients. A claim is usually the result of loss caused by events such as fire, flood, theft, accident or illness. If your client is insured and the policy conditions are met, they will receive compensation from the insurance company.
You will handle the whole process, from first notice to final payment. This can get complex, and a loss adjuster may also be involved. You'll handle the relevant documentation, ensure that the process runs smoothly, that the insurance company settles in the correct manner, and that your client receives their compensation as quickly as possible.
Your routine tasks are likely to include:
- Liaising with the insured party to take full details of a claim
- Working with the loss adjuster or insurer to ensure the claim is genuine
- Liaising with the broker who placed the risk, and the underwriters
- Ensuring a fair settlement for the client in the event of a claim
- Communicating with both sides to ensure that the client is receiving good service
- Advising clients on insurance issues in general.
As well as handling claims for personal clients, you may also deal with commercial and business claims.
Hours and Environment
Your working hours will mainly be 9 - 5, possibly with some extra hours at busy times. You can usually work flexible hours if you prefer.
You'll be mostly office based, with some visits to insurance brokers and clients. The job can be very pressured and stressful, although it's unlikely that you'll be away from home at night or required to travel abroad.
Skills and Interests
To be a claims handler you'll need:
- The ability to absorb technical information
- An analytical mind
- The ability to make decisions
- Numeracy
- Confidence
- Sound judgement
- The ability to work to tight deadlines
- Willingness to use your own initiative
- Good interpersonal and communication skills
- Negotiating skills
- For life assurance, some medical knowledge would be helpful.
Entry
You can enter the industry with any degree, although science subjects, engineering, accounting/finance, business/management; economics; law; mathematics and statistics are most useful. If you have an HND in these subjects you may also be a good candidate.
You won't need a pre-entry postgraduate qualification, and may even be able to enter without a degree or HND. Relevant work experience with an insurance company could well improve your chances.
You could enter the profession through an insurance company's graduate training scheme, or through promotion from an administrative job in insurance. Some companies recruit underwriters internally, and will consider applicants with general insurance experience. Many graduates start their careers this way, moving into underwriting at the end of their training scheme.
As competition for graduate training schemes is fierce, try to get work experience or vacation work in insurance. Before applying, research the company and the insurance industry thoroughly.
Training
Your initial graduate training scheme may last for up to two years. You'll then take another two or three years' training in a chosen specialist area.
It will tend to be on the job, working with more experienced colleagues and familiarising yourself with different departments and their functions, such as accounts, claims and investment.
You may also be required to attend short courses covering areas such as: understanding the world of insurance; communication skills; negotiation techniques; customer care; and information technology and statistics.
Many larger companies offer a planned training programme including the Chartered Insurance Institute (CII) professional examinations. Reaching associateship level usually takes three years, and should improve your chances of promotion or management.
Opportunities
There are around 750 organisations involved in insurance in the UK, including general insurers, life assurance companies, Lloyds, re-insurance and health insurance specialists, banks and credit companies and more besides.
You could also move into other core areas of insurance, such as risk management or broking.Alternatively, you could go into re-insurance, or progress into a specialist field such as marine or aviation insurance. If you speak one or more foreign languages, you could work abroad. Moving into sales is another option.
Dealing with more complex or greater risks will increase your opportunities for transfer to different posts and companies, as will gaining professional qualifications and a willingness to relocate.
There are only limited opportunities for self-employment or freelance work in the industry, although you could set up your own small company.
Annual Income
Figures are a guide only.
- Typical starting salaries range from £18,000 - £24,000 plus.
- At senior level, they could rise to £40,000 - £100,000.
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