Income Protection Claims Assessor

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses. Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products. We are the UK's number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK's largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas. Joining us means helping create brighter financial futures for all our customers.

Are you an experienced Medical Claims Assessor with Income Protection experience? We're looking for an Individual Income Protection Assessor to join the team in Hove on either a hybrid or home-based basis with a salary of up to £46,000 depending on experience.

What you'll be doing:

• Gather appropriate evidence and assess information in order to accept or decline claims displaying logical reasoning.
• Consider the customers’ expectation of the product so that claims decisions are fair and Legal and General does not suffer unnecessary financial loss or reputational loss.
• Manage claims from end to end, processing within claims guidelines so that quality and consistency across the area can be maintained, adhering to service standards and processes.
• Deal with all aspects of customer communication by taking and making calls, dealing with letters and emails, and using the most appropriate method of keeping customers informed (e.g., phone, letter, email, text) so that unnecessary incoming contact is minimized.
• Liaise with internal and external customers and third parties in a professional, friendly and efficient manner in order to obtain information.
• Ensure that customers’ expectations of service are met whilst providing a positive impression of Legal and General.
• Utilize customer-focused language.
• Identify appeals and complaints and take ownership for trying to resolve them with urgency, so that complaints are acted upon quickly, root causes are escalated and customer satisfaction is achieved.
• Take responsibility for supporting colleagues with training, mentoring and development of other members of the claims team, to improve their skill level.
• Take responsibility for managing claims of a contentious or sensitive nature, such as those involving fraud, litigation or prospect for litigation, liaising with Managers, GFC, and legal services so that the claim is effectively resolved.
• Ensure a consistent, timely and accurate level of service is maintained in line with service level agreements and promises made to meet customers’ expectations.

Qualifications

Who we're looking for:

• Experience of handling Income Protection claims is desirable. Candidates with a background of other protection types will be considered.
• Awareness of Compliance regulations, and adherence to these.
• Good medical knowledge and understanding of Underwriting, including New Business process.
• Good understanding of financial calculations to support Claims Payment, including awareness of state benefit.
• Good understanding of Reinsurance process and treaties.
• Ability to show empathy and sensitivity.
• Good communication skills both written & verbal.
• Ability to handle difficult calls, when researching circumstances which may lead to a claim being refused.

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes.
• Generous pension contribution.
• Life assurance.
• Private medical insurance (permanent employees only).
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday.
• Competitive family leave.
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice.
• There are the many discounts we offer – both for our own products and at a range of high street stores and online.
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart.

Legal & General is a leading financial services group and major global investor, named Britain's Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future. We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone. If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel. We strive to be open, mindful and inclusive, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs. If you’re open to find out more, we’d love to hear from you.