Insurance Claims Settler/Manager

Insurance claims settlers and managers deal with insurance claims made by customers. They are responsible for investigating incidents and paying claims.

Their work involves co-ordinating the services that may be required by policy holders following an incident, for example contacting builders to repair damage to a home or factory. They also keep an eye out for fraud.

The work of settlers and managers may overlap, but claims settlers tend to deal with relatively straightforward claims that come under standard terms and conditions and have an agreed payout limit. Their work involves:

• logging insurance claims when they are initially reported
• issuing claim forms and checking the details of the claim
• gathering information such as receipts or photographs.

Claims managers take overall responsibility for claims and oversee more complex cases. They may also deal with the more unusual cases that require more experience, or cases that have greater legal implications.

Claims settlers and managers tend to specialise in one area such as home, motor, pet, travel or life insurance.

Claims settlers and managers usually work around 35 hours a week, Monday to Friday. Some work in contact centres, where shift work is common and may include weekends. Part-time work may be possible.

The work is office based and much of the time is spent on the phone gathering information and using email and messaging services.

Salaries range from around £13,000 to around £60,000 a year.

A claims settler or manager should:

• have excellent customer service skills
• be able to empathise and deal with clients who may be distressed
• be calm but assertive
• have good administrative and computer skills
• understand insurance and claims
• have an interest in dealing with members of the public.

Claims settlers and managers usually work for insurance companies or insurance brokers. Insurance companies vary widely in size and location but are usually in major towns and cities, with regional call centres spread throughout the country.

Depending on the level and type of job, entry as a claims settler can be as a graduate trainee, straight from school or college, or through an Apprenticeship scheme. Most companies require at least four GCSEs (A*-C), including English and maths, plus good ICT skills.

Claims managers normally start as claims settlers. They usually need at least five years' claims experience, along with supervisory and team leadership experience. People with relevant experience and qualifications can move directly into claims management.

Training is usually on the job and trainees tend to be supervised by an experienced claims manager. Large employers often provide structured training programmes. Increasingly, claims staff need a relevant qualification from the CII.

Claims settlers may be promoted to team leader or claims manager. They may be able to move into related areas such as loss adjusting, insurance broking or sales.

Further details