Insurance Claims Handler Job Description
Hire an experienced claims professional to assess, manage and settle policyholder claims fairly and efficiently while protecting your company’s risk exposure and compliance obligations.
What does a Insurance Claims Handler professional do?
An Insurance Claims Handler assesses and progresses claims from first notification to settlement, investigating circumstances, liaising with customers and suppliers, and making decisions within delegated authority.
Insurance Claims Handler job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
Insurance Claims Handler
About the role
We are seeking an Insurance Claims Handler to join our claims team and manage a caseload of personal and/or commercial insurance claims. You will review new notifications, gather evidence, instruct third parties where needed, communicate with claimants and brokers, and progress settlements within agreed timescales and authority limits. Strong customer service, attention to detail and sound decision-making are essential.
Key responsibilities
- Record and acknowledge new claims promptly and manage them through to resolution.
- Gather and evaluate relevant evidence (statements, policy documents, third‑party reports, repair estimates).
- Determine cover, liability and potential recoveries in line with policy terms and regulatory requirements.
- Authorise payments, negotiate settlements within delegated authority and prepare recommendations for larger or complex losses.
- Liaise with claimants, brokers, solicitors, loss adjusters and suppliers to progress cases and provide regular updates.
- Maintain accurate case notes and documentation in the claims management system.
- Identify and refer potential fraud, subrogation or complex legal issues to the appropriate teams.
- Meet performance and quality targets, and contribute to continuous improvement of processes.
Essential skills and experience
- Experience handling general insurance claims (motor, property, liability or household) or demonstrable transferable experience.
- Clear written and verbal communication skills for customer and stakeholder interactions.
- Good numerical and analytical ability to assess estimates, invoices and claim values.
- Comfortable using case management systems and standard office software.
- Ability to make balanced decisions within delegated authority and escalate appropriately.
- Attention to detail with accurate record-keeping and adherence to regulatory requirements.
Desirable
- CII qualifications or working towards industry-recognised certifications.
- Experience with specific lines such as motor, property, liability or commercial claims.
- Previous exposure to recovery/subrogation, fraud identification or legal case management.
- Competence in Microsoft Excel for basic analysis and reporting.
- Experience using common claims management or CRM systems.
What we offer
- Pension scheme (employer contribution)
- Generous annual leave allowance
- Flexible / hybrid working options
- Professional development and training support
- Life and income protection cover
- Performance-related bonus scheme
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is an Insurance Claims Handler role?
Insurance Claims Handlers investigate, assess and settle insurance claims on behalf of insurers or brokers. They take notifications, verify cover, collect evidence, instruct third parties where necessary and negotiate settlements within delegated authority. The role requires clear customer communication, accurate record-keeping, commercial judgement and compliance with regulatory and contractual obligations.
Work pattern
Typically full-time salaried roles within a claims team; some employers offer hybrid working. Shift work may apply for 24/7 contact centres.
Typical employers
Insurance companies, managing general agents, brokers, third‑party claims administrators and specialist insurers.
Progression
Experienced handlers can progress to senior handler, claims manager, technical specialist or roles in fraud, recovery or underwriting.
Typical Insurance Claims Handler responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Record
Record and acknowledge new claims promptly and manage them through to resolution.
Gather
Gather and evaluate relevant evidence (statements, policy documents, third‑party reports, repair estimates).
Determine cover
Determine cover, liability and potential recoveries in line with policy terms and regulatory requirements.
Authorise payments
Authorise payments, negotiate settlements within delegated authority and prepare recommendations for larger or complex losses.
Liaise with claimants
Liaise with claimants, brokers, solicitors, loss adjusters and suppliers to progress cases and provide regular updates.
Maintain accurate case notes
Maintain accurate case notes and documentation in the claims management system.
Identify
Identify and refer potential fraud, subrogation or complex legal issues to the appropriate teams.
Meet performance
Meet performance and quality targets, and contribute to continuous improvement of processes.
Insurance Claims Handler skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Experience handling general insurance claims (motor, property, liability or household) or demonstrable transferable experience.
- Clear written and verbal communication skills for customer and stakeholder interactions.
- Good numerical and analytical ability to assess estimates, invoices and claim values.
- Comfortable using case management systems and standard office software.
- Ability to make balanced decisions within delegated authority and escalate appropriately.
- Attention to detail with accurate record-keeping and adherence to regulatory requirements.
Useful where relevant
- CII qualifications or working towards industry-recognised certifications.
- Experience with specific lines such as motor, property, liability or commercial claims.
- Previous exposure to recovery/subrogation, fraud identification or legal case management.
- Competence in Microsoft Excel for basic analysis and reporting.
- Experience using common claims management or CRM systems.
See our guide to what to include in a job advert before publishing.
How to write a Insurance Claims Handler job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be specific about claim types
State whether the role focuses on motor, household, commercial or mixed claims so candidates can self-select appropriately.
Clarify authority levels
Include the financial delegation and scope of decision-making to help candidates understand responsibility and seniority.
List mandatory checks and shifts
Note any DBS, right-to-work checks, shift patterns or out-of-hours expectations up front.
Highlight training and technical support
Candidates value clarity on CPD, mentoring and whether professional qualifications are sponsored.
Insurance Claims Handler salary considerations
Pay for Claims Handlers varies by experience, specialism and employer. Rather than a fixed figure, consider the internal grading, the types of claims handled and local market rates when setting a salary.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What Insurance Claims Handler candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
What types of claims will I handle?
Candidates want to know whether the role covers motor, household, commercial, liability or a mix, and whether complex or litigated claims are included.
What are the typical caseload and KPIs?
Provide average claim volumes, response targets and quality metrics so applicants understand workload and performance expectations.
Is training and professional development provided?
Clarify whether you offer induction, mentoring, CII support or time for CPD to attract candidates keen to progress.
Which systems and tools will I use?
List core claims management systems, CRM software and whether remote access or specific IT skills are required.
Are there shift patterns or out-of-hours duties?
Explain working hours, on-call expectations and whether weekend or evening coverage is part of the role.
Where to post a Insurance Claims Handler job
Target both broad job boards and sector-specific channels to reach the right mix of candidates. Use national and regional job sites for volume, specialist insurance/job boards and professional groups for technical experience, and LinkedIn or professional networks for senior or niche hires. For high-volume or urgent hires, consider partnering with recruitment agencies that specialise in insurance claims.
Insurance Claims Handler job description FAQs
Do Claims Handlers need CII qualifications?
CII qualifications are not mandatory for entry-level claims roles but are widely recognised and often desirable. Employers commonly support or sponsor study for promising staff.
What pre-employment checks should I carry out?
Standard checks include right-to-work verification, employment history and references. For certain roles or employer policies, identity checks, criminal record checks and credit checks may also be appropriate.
How should I assess candidate technical ability?
Use scenario-based interview questions, case studies or short written exercises that mimic real claim decisions to evaluate judgment, analytical skills and communication.
Is remote working common for claims roles?
Many employers now offer hybrid arrangements. Remote working is feasible where secure access to claims systems and effective team communication are in place, but some employers require office presence for training or team collaboration.
Ready to hire an Insurance Claims Handler?
Use this template to craft a clear vacancy, specify the claim types and authority levels, and choose the right advertising channels to reach experienced handlers. If you need help posting or refining the advert, consider a specialist recruitment partner.
