Insurance claims handler

Insurance claims handlers are employed by insurance companies or brokers to process claims made by policy holders and others. They check that each claim is covered under the terms and conditions of the policy; then they arrange for help, repair or replacement and organise the settlement of the claim.

Work activities

Insurance cover is available to help customers who have suffered losses caused by events such as theft, accident or illness. The customer pays a regular amount of money (called a premium) and receives a written policy. This sets out the conditions under which the insurance company will provide a settlement by way of repairs, replacement or reinstatement of items. Insurance claims handlers are responsible for processing claims submitted by policy holders. Claims handlers often specialise in one type of insurance, for example:

• Motor - theft, accident or injury to someone.
• Travel - delays to flights, missing luggage, theft, personal injury or illness.
• Household - fire, flood, theft or accidental damage.
• Personal - accident, long-term illness or death.
• Business - interruption of business, injury to a member of staff or the public, theft or damage to premises.
• Pet - vet’s fees, death or injury to someone else caused by a pet.
• Marine and aviation insurance.

Policy holders can ring, write or email when they need to make a claim. Claims handlers first need to gather all the relevant information and evidence relating to a claim. They might send out forms for the claimant to fill in, asking for details such as:

• A description of what has happened, sometimes asking for diagrams or digital photos, for example, in the case of a motor vehicle accident.
• Names and contact details of witnesses in the case of an accident.
• A crime reference number from the police.
• Receipts for goods stolen or damaged.
• Invoices for professional services, for example, vet’s fees.
• Medical reports.
• Estimates for putting things right.

Some forms might be available online. In some insurance companies, the claims handler completes the form online while the customer is on the phone. They check that each claim is covered under the terms and conditions of the policy and make sure that the claim for loss or damage is reasonable. The claims handler might have to speak to claimants who are upset, shocked or distressed, especially if death or injuries are involved. Claims handlers might need to organise and coordinate immediate help, for example, for:

• Alternative accommodation, for example, after a flood.
• A breakdown vehicle to collect a damaged car and take it to an approved garage.
• A builder, plumber, electrician or locksmith to carry out repairs at the claimant’s home or business.
• A medical assessment of someone who might be injured.

The claims handler might have to ask an investigator or independent loss adjuster to visit and assess damaged buildings or vehicles in order to gather the evidence needed to decide on a fair settlement. Depending on their level of experience, claims handlers often have to refer complicated or high-value claims on to a manager or senior claims handler for guidance. Claims handlers need to keep accurate records of the status of each current claim and review outstanding claims at regular intervals. They keep policy holders and claimants informed about the progress of their claim. When payment has been agreed, the claims handler passes it for payment and settles or closes the claim. Most claims systems are computerised. Often the claims handler might need to recover money from other insurers, such as insurers of other motorists who were responsible for a collision. In some cases, matters might need to proceed to litigation.

Personal qualities and skills

As an insurance claims handler, you’ll need:

• Customer service, negotiation and problem-solving skills.
• To be thorough, analytical, methodical, confident and decisive.
• Communication skills, both verbal and written.
• To use your initiative.
• To be able to follow set procedures.
• Number and IT skills.
• To be able to show tact, sympathy and patience when dealing with claimants who are upset, shocked or distressed; you will need to keep calm and professional.
• To prioritise and manage a large case load.
• Record-keeping skills.
• To be able to work under pressure at busy times.

Some legal knowledge could be an advantage.

Pay and opportunities

The pay rates given are approximate. Insurance claims handlers earn in the range of £17,000 per year, rising to as much as £50,000 per year for higher earners.

Claims handlers usually work 37-39 hours per week, Monday to Friday. Occasional evening or weekend work might be required, for example, if there have been storms or floods.

Employers are insurance companies and brokers. Opportunities for insurance claims handlers occur in towns and cities throughout the UK.

Where are vacancies advertised?

Vacancies are advertised in local/national newspapers, on employers’ websites, through the Chartered Insurance Institute careers website, on the Government’s Find a Job service, and on job boards.

Entry routes and training

Some claims handlers enter the insurance business as support staff or technicians. Entry to administrative support posts might be with GCSEs. Direct entry to claims handling is usually with A-levels, a foundation degree or a degree/HND. Some degree and HND business studies and economics courses include insurance options. A level 4 (higher) apprenticeship as an insurance professional is also a good place to start.

Some insurance claims handlers progress to manager, inspector or loss adjuster posts after gaining experience.

Qualifications

Good standards of literacy and numeracy are needed for this career. GCSEs in English and maths are usually required. Entrants could have quite a wide range of academic qualifications, including GCSEs, A-levels or a higher education (HE) qualification. For entry to a degree course in any subject, the usual minimum requirement is:

• Two to three A-levels.
• GCSEs at grades 9-4 in two to three other subjects.

If you wish to enter this career through a higher apprenticeship, you will need two A-levels plus GCSEs in maths and English.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Some entrants have a background in financial or business-related work. Others enter via insurance administration or technician roles.

If you don’t have the qualifications needed to enter your chosen degree or HND course, a college or university Access course (for example, Access to Business) could be the way in. These courses are designed for people who have not followed the usual routes into higher education. No formal qualifications are usually needed, but you should check this with individual colleges.

Related careers

• Insurance administration assistant
• Insurance broker
• Insurance claims investigator
• Insurance loss adjuster
• Insurance sales advisor