Insurance Claims Handler
What is the work like?
As a claims handler, you would deal with claims made on insurance policies. You may also be known by several other job titles, such as claims administrator, settler, technician or assessor.
You would usually specialise in one type of insurance, such as motor, household or life insurance, and tend to deal with straightforward claims that fall within an agreed payout limit. Your work would involve:
- taking details when a customer reports a claim
- issuing claim forms and advising customers
- checking claims
- making sure that premiums have been paid and that the policy covers the claim
- gathering information such as receipts, photographs or valuations
- telling customers how their claim might affect their policy premiums in the future
- arranging payments on straightforward claims
- referring doubtful, complex or high-value claims to a claims manager.
With experience, you could work as a claims negotiator, investigating more complex claims and negotiating with solicitors, insurers and clients before agreeing to pay out.
What qualifications and experience will employers look for?
You will need administrative and computer skills, and you may have an advantage with experience in office work or customer service.
The qualifications you might need can vary between employers. Some companies may prefer you to have GCSEs (A-C) including English and maths, others may ask for A levels or a similar level of qualification. Some employers will test your skills instead of asking for formal qualifications.
You may be able to get into the insurance industry through an Apprenticeship scheme. The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. For more information on Apprenticeships, visit www.apprenticeships.org.uk.
If you have a degree, you may be able to join a large insurance firm’s graduate training scheme. Most degree subjects are accepted, but you may have an advantage with a business or maths-related subject. Some training schemes may also accept you with A levels if you have some relevant work experience.
What further training and development can I do?
Your training would be a mixture of learning on the job and studying for insurance industry qualifications. Some companies offer structured training schemes for new staff.
The Chartered Insurance Institute (CII) provides a clear career structure from trainee to professional level, with qualifications as follows:
- CII Certificate in Insurance
- CII Diploma in Insurance
- CII Advanced Diploma in Insurance, leading to Associate membership of the CII (ACII status).
See the CII's website for more details about their qualifications.
Many employers expect you to have or be working towards full ACII status as your career progresses (see the Insurance Claims Manager profile for more details).
Some employers offer other entry-level insurance qualifications, such as the ifs School of Finance Certificate of Regulated General Insurance (CeRGI).
You should continue to develop your insurance knowledge and skills throughout your career. The CII and ifs School of Finance both run a range of short courses at training centres throughout the UK – see their websites for more information.
Where can I go for more information?
25 The North ColonnadeCanary Wharf
London
E14 5HS
Tel: 020 7066 1000
65/66 Queen Street
London
EC4R 1EB
Tel: 020 7337 9960 or 0845 345 9960 (UK local rate number)
4-9 Burgate Lane
Canterbury
Kent
CT1 2XJ
Tel: 01227 818609
South Woodford
London
E18 2JP
Tel: 020 8989 8464
London
EC2V 7HQ
Tel: 0845 257 3772
If you would like to discuss your career options with a learning adviser, call 0800 100 900 or use our online enquiry form
Alternatively, you can visit our website at: www.direct.gov.uk/careersadvice
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What salary and other benefits can I expect?
- Starting salaries can be around £11,000 to £16,000 a year.
- Graduate trainees or experienced claims handlers may earn up to £20,000.
- Claims negotiators can earn £18,000 to £30,000 a year.
Salary packages may also include insurance, pension benefits and bonuses based on personal or company performance.
Figures are intended as a guideline only.
What are the hours and working conditions?
In a full-time job you would work 35 to 40 hours a week, in an insurance office or contact centre. The normal hours in insurance offices are 9am to 5pm, Monday to Friday. In contact centres, shift work is common and may include evenings and weekends.
You would be office-based, and spend most of your time speaking on the phone and using a computer.
What skills and knowledge will I need?
- good spoken and written communication skills
- excellent customer service skills
- accuracy and attention to detail
- tact and assertiveness when dealing with customers who may be distressed or angry
- the ability to work well under pressure
- good administrative and computer keyboard skills
- respect for confidential information.
What opportunities are there?
You could work for insurance companies or brokers all over the UK. Jobs may be advertised in the local press, in industry magazines, and by financial services recruitment agencies.
With experience, you could be promoted to claims manager. You could also move into other areas of insurance like loss adjusting, broking, account management or compliance.
You may find the following useful for job vacancies and general reading (links open in new window):
ID Newscentre
Post
Insurance Age
Insurance Times
We do not accept responsibility for the content of external sites.
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