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Insurance claims handler Apprenticeships

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Helping you find a career as an Insurance claims handler

Insurance claims handlers assist people who are making claims on their insurance policies. They play a vital role in the whole process and will have responsibilities including validating claims, checking for potential fraud activity and ensuring payments are made to policyholders.


What does an Insurance claims handler do?
General duties of an insurance claims handler include:

  • Accurately taking details of a claim from a customer

  • Issuing claim forms

  • Providing advice on making a claim and the processes involved

  • Monitoring the progress of a claim

  • Investigating potentially fraudulent claims

  • Identifying reasons why full payment may not be made

  • Telling customers how their claim might affect their policy premiums

  • Arranging payments on straightforward claims

  • Handling any complaints associated with a claim

  • Involvement in loss adjusting activities and in legal discussions relating to settlement

  • Gathering information (such as receipts, photographs or valuations)

  • Ensuring premiums have been paid and that policies cover the claim

  • Analysing a claim made by a policymaker

  • Working to build relationships with loss adjusters, forensic accountants and solicitors, as well as other legal and claims professionals

  • Providing guidance to policyholders on how to proceed with a claim

  • Actively ensuring the customer is treated fairly and receives excellent customer service

  • Adhering to legal requirements, industry regulations and customer quality standards set by the company

  • Taking responsibility for productivity and profit

  • Ensuring fair settlement of a valid claim

  • Processing new insurance claims notifications

Skills & interests required for an Insurance claims handler
An insurance claims handler needs to be both passionate about customer service and also good with numbers. They will speak to customers (or potential customers) on a frequent basis, and will need an excellent telephone manner and the ability to be both sensitive and clear in your communication with customers. Many customers will be contacting you after being the victims of crime, or significant personal loss - tact will be critical to your success in the role!
- Ability to Work Under Pressure
- Adaptability
- Attention to detail
- Decision Making
- Negotiation
- Numeracy
- Organisation
- Research skills
- Self-Confidence
- Time Management
- Written Communication
What hours does an Insurance claims handler typically do?
A typical working week for an insurance claim handler is Monday–Friday, and you will typically have to do between 35-40 hours across the five days. Those working in call centres may be required to do shift work, which will likely include evenings and weekends.
What environment is an Insurance claims handler based in?
Insurance claim handlers can be based in an insurance office or a contact centre.
How much does an Insurance claims handler get paid?
Salaries depend on location and employer. However, an entry-level insurance claim handler can expect a starting salary of between £14,000 and £18,000 per annum. Your salary will grow as you take up additional responsibilities and build your experience.

Insurance claim handlers with experience and qualifications, such as a Chartered Insurance Institute (CII), can expect a salary of around £50,000 per annum.
Perks & benefits
Along with a salary, insurance claim handlers may receive additional benefits, for example: a company car, life insurance, bonuses and more.
What qualifications does an Insurance claims handler need?
A degree in a relevant subject would enable a trainee to join a large insurance firm’s graduate training scheme. However, companies will generally look for GCSEs at grades 9 to 4 (A* to C) including English and Maths to take on insurance claims handlers as entry-level. It would also be beneficial to gain a Chartered Insurance Institute (CII) or Foundation Insurance Test.
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