Senior Claims Assessor in Exeter

As a leading UK life and pensions mutual insurer with a proud history dating back to 1843, we exist to help people live financially confident lives – protecting their income while they work and maximising it when they stop. Today, over one million members and customers trust us to look after their futures, families and finances.

Joining us means becoming part of a team that puts our members, customers and advisers at the heart of everything we do. We’re committed to creating an inclusive culture where colleagues can thrive. We are proud to have built a workplace where our colleagues feel welcomed, respected, supported and valued – reflected in our recognition as one of the Financial Times UK’s Best Employers in 2025 and 2026. We celebrate individuality and believe our differences make us stronger, so bring your true self and help shape the future of LV=.

The successful candidate will join LV= to ensure legitimate claims are paid according to LV's protection products and underwriting. They will also hold team meetings internally to ensure the knowledge is shared with the team as well as being able to put forward recommendations to stakeholders on awarding appropriate authority levels to individuals based on data, performance, behaviours and risk. As a senior, they will support the complaints team with resolving and communicating complaints outcomes and have the ability to manage stakeholders in terms of data analysis, audits, QA & coaching feedback, projects and testing.

This role will be based out of the Exeter office but can be performed remotely (with regular office visits).

Key Responsibilities

• Provide fair and balanced decisions using the appropriate amount of evidence necessary.
• Be able to make high quality decisions in an efficient customer focused way.
• Use excellent customer service skills to build & maintain relationships with customers and intermediaries.
• Contribute ideas for the continuous improvement of the operational process to aid the resourcing of the department as a whole, thus enabling the areas KPI’s to be met.
• Contribute suggestions and ideas to improve the customer journey.
• Obtain ongoing CPD by self-education, attending training seminars, industry events and provide feedback to colleagues and other business areas as required.
• Provide training, feedback, coaching and sign-off in a supportive way to members of the team.
• To support projects/testing, where needed, to help support the business change plans.
• Maintain and update our working practices and training guides and share this with the wider team for continuous improvement and in line with operational processes.

Claims Assessment:

• To assess Life and Disability claims in accordance with specified departmental procedures and determining the level of benefit to be paid.
• To assess & manage claims with special regards to policy conditions, medical, financial & occupational evidence, authorising claims visits & use of private investigators as appropriate.

Senior Accountabilities:

• To review the work of colleagues and give feedback/sign off in a supportive way, sharing knowledge and fostering a positive learning environment.
• Direct involvement in the claims industry best practice including analysis of MI if required.
• Claims representative on projects, including product initiatives and service improvements to drive the business forward.
• Represent LV at Industry events and intermediary/network relationship meetings.
• Support the complaints team with resolving and communicating complaints outcomes.

About you

• Excellent communication and interpersonal skills; both written and on the phone.
• Ability to work in a high paced, changing environment whilst maintaining a high degree of accuracy and meeting tight deadlines.
• Good administration skills, including the ability to manage, plan, organise, and prioritise your own workload to adapt to customer needs.
• The ability to work on your own on complex cases whilst also helping your team deliver on key targets.
• Proactively consider the evolving needs of the business, and our changing industry.
• The ability to make pragmatic decisions and judgements on your own cases in line with regulatory requirements and the LV= values.
• Excellent numeracy and literacy, plus a real eye for detail.
• Good knowledge of Microsoft Office (Word, Excel, Powerpoint and Outlook).
• Over 5 years of experience in full claims assessment.
• Full knowledge of all LV= Protection products.
• Awareness of wider market and competitors products.
• Desirable: CII exams in Health Claims (or similar).

Rewards & Benefits

This role is a Band B in the LV= salary structure. Please note all salary sacrifice benefits are subject to National Minimum Wage requirements i.e. you are unable to select any benefits that would reduce your base pay below the minimum wage threshold. At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers. We’ll reward your hard work with an attractive, competitive salary and benefits package, which includes:

• 26 days' holiday – increasing after two years of service to 28 days.
• The opportunity to buy or sell up to five days of holiday.
• An annual bonus scheme based on company and personal performance.
• Flexible benefits, including a cycle to work scheme, personal accident insurance, critical illness cover, private medical insurance, and dental insurance.
• Competitive pension scheme - LV= Life and Pensions will double-match the amount you pay, up to 14% (subject to National Minimum Wage requirements).
• Group Life Assurance of four times your basic pay to your dependents (you’ll have the option to increase this to 8 x cover).
• Group Income Protection, if you enrol into the pension scheme and reach 5 years of service.
• Employee Assistance Programme (EAP) service for support when you need it.
• Virtual GP service.
• Shared parental leave.
• Up to 20% discount on our life products for you and your immediate family.

We’re proud of our inclusive culture at LV= and, as an equal-opportunity employer, we continually work to remove unconscious bias from our recruitment process. We value our colleagues for what they bring to our team regardless of any protected status or characteristics they may have. Talk to us about flexible working as part of your application; if it’s right for you, our members and customers, and our business, then we’ll do everything we can to make it happen. If you are offered this role as an internal secondment, please note your base band benefits will not change during the secondment. Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.

Go on, bring your true self to LV=.