A claims manager receives, assesses and manages the claims made by policyholders.
Essentially, they assess whether or not a claim is valid and organise any action that is needed.
In this article, we look at what a claims manager does, where they work and routes into the profession.
What is a claims manager?
A claims manager handles an insurance claim from start to finish.
As a claims manager, you will assess whether a claim is valid or fraudulent, as well as arranging any follow up action that is needed. For example, this could include making sure a home is safe again or ordering replacement goods.
You will liaise with external experts such as loss adjusters as well as communicate with policyholders. As a claims manager, you could be working on a range of incidents of all sizes – from a burglary to large-scale incidents. For more complex cases, a claims manager will have to have a degree of expert knowledge.
What does a claims manager do day to day?
A day as a claims manager is extremely varied. For example, as a you could be involved in the following;
- Providing advice on making a claim
- Guiding policy holders on how to proceed with their claim
- Analysing claims
- Investigating potentially fraudulent claims
- Liaising with tradespeople to arrange repairs
- Ensuring a fair settlement of a claim
- Liaising with a range of legal and claims professionals, from loss adjusters to solicitors
- Monitoring the progress of a claim
- Handling any complaints
Responsibilities more specific to a claims manager could include;
- Managing a team of claims handlers
- Taking responsibility for productivity
- Getting involved more closely with loss adjusting activities
What skills do claims managers need?
As a claims manager, you will need a range of technical and soft skills. These include;
- Strong interpersonal skills
- Negotiation and decision making
- Excellent time management
- The ability to think strategically
- Good numerical ability
- The ability to work under pressure
- High attention to detail
Where do claims managers work?
Claims managers work at insurance companies and brokers. However, they also work for dedicated claims management or loss adjusting firms.
You may work in a specific area, such as domestic property or motor insurance.
How much do claims managers earn?
You will start off as a claims handler, where you can expect to earn a starting salary ranging from £14,000-18,000 for trainee handlers. If you join a graduate scheme, then you could look at a starting salary of up to £25,000.
How do I become a claims manager?
You don’t have to have a degree to go int0 claims. However, degrees in the following areas may increase your chances;
- Accounting and finance
If you want to go directly into claims then some larger insurance companies offer graduate schemes covering this specifically. Alternatively, you may be able to move into claims after a general insurance graduate scheme.
If you do not have a degree, then there are opportunities through junior and clerical positions. There are also some insurance apprenticeships available that will allow you to work in claims.
Once you have secured a position, you will undergo on-the-job training as well as formal training courses. You may then undergo further training to specialise. You may also complete CII qualifications.
As you progress and gain more experience, you will be able to work in more complex cases. You may also become more involved in project work or move into different areas.
You may also have the opportunity to work with more specialist teams. These could include fraud investigators or environmental claims handlers.
A role of a claims manager is a varied one. You will have the opportunity to work on a range of cases and liaise with a variety of people. You can also enjoy excellent career progression and high financial reward.