Claims Handler

The Claims Handler performs all core activities within the team, demonstrating dedication, a detail-oriented approach and providing outstanding and memorable service to claimants. The Claims officer is responsible for efficiently processing and managing life insurance claims, ensuring our policyholders receive timely and accurate support during difficult times. The Officer deals with all claims fairly and promptly and in accordance with regulatory requirements and business values and plays a critical role in upholding our commitment to exceptional customer service.

Main Duties & Responsibilities:

• Personally handle all aspects of the Claims process, liaising with Customers, internal teams, and external stakeholders as necessary
• Effectively utilise all available methods of communication (Email, Telephone, workflow systems)
• Ensure all logs are updated accurately and on time
• Plan, organise and prioritise workloads to meet agreed service levels
• Assess the individual set of circumstances to each case assigned
• Liaise with the customer on an on-going basis (both by phone and through written correspondence) keeping them informed of the progress of the case
• Liaise with other business areas where relevant and maintain records of all correspondence, decisions, and rationale
• Manage and liaise with external stakeholders where appropriate as well as compiling case files and relevant information required
• Keeping up to date with product knowledge
• Providing feedback to other teams in the business and within the team
• Proactively review/challenge current processes and suggest ways to improve the customer journey

Knowledge & Experience:

• 2+ years’ experience in insurance claims handling
• Excellent communication and interpersonal skills, with a demonstrated ability to correspond both verbally and written to exceptionally high standards
• Extensive customer service experience
• Demonstrable analytical skills, attention to detail capabilities, the ability to maintain accurate records
• Proficient computer skills
• Working knowledge of regulatory and compliance requirements in Financial Services

Highly Desirable requirements:

• Working knowledge of UK life insurance policies, regulations, and industry standards
• Knowledge of practice and procedures in a highly regulated Financial Services environment
• Experience in working with external stakeholders as part of the claims handling process
• Knowledge of medical terminology is a plus.

What you get from us:

• Competitive salary with clear progression to £45,000
• Structured training and ongoing coaching from day one
• Incentives & rewards including Amazon & Love2Shop vouchers, tech gadgets, and more
• Hybrid working options based on performance and service length
• Life Assurance from day one
• Employee Assistance Programme for support in life’s challenges
• Wellbeing benefits: flu vaccinations, cycle-to-work scheme, eye test & glasses vouchers
• Pension scheme, 23 days holiday plus bank holidays
• Career progression opportunities with clear pathways

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia. If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!