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Insurance claims manager

  • Hours

    35-40 per week

  • Starting salary

    £18,000 + per year



The work

As an insurance claims manager, you would lead a team of claims handlers and make sure that they deal with insurance claims efficiently.

Your work would include:

  • managing and coaching your team
  • liaising with insurance brokers, agents and loss adjusters
  • making sure that claims are dealt with according to financial services industry regulations
  • dealing with customer complaints and appeals
  • working on complex or fraudulent cases that need more experience and specialist knowledge
  • maintaining quality and customer service standards
  • keeping accurate records
  • taking responsibility for the department’s productivity and profit.

You could work for insurance companies or insurance brokers. You would usually specialise in one type of insurance, such as motor, household or life insurance.


Hours

In a full-time job you would work between 35 and 40 hours a week, in an insurance office or contact centre. You might work standard office hours Monday to Friday, or shift work including evenings and weekends (which is common in contact centres).

You would be office-based, but you might also travel to visit brokers, solicitors, and clients.


Income

  • Trainee management salaries often start at £18,000 to £20,000 a year.
  • Experienced claims managers can earn up to £40,000.
  • Managers of large departments may earn up to £60,000 a year.

There may be extra bonuses based on personal or company performance. A salary package may also include a flexible choice of benefits, such as a company car allowance, insurance, healthcare and pension.

Figures are intended as a guideline only.


Entry requirements

You would normally start as a claims administrator or handler, and progress to claims technician then claims manager as your experience grows. You may also be able to progress up from a Level 2 Apprenticeship or Level 3 Advanced Apprenticeship in Providing Financial Services, taking the General Insurance pathway.

Entry requirements can vary between employers. Due to the numerical and communication aspects of the job, GCSEs (A*-C) in English and maths are usually expected.

To get onto a management training scheme, you may need a minimum of A levels or equivalent qualifications.

If you have a degree, you may be able to join a large insurance firm's graduate training scheme. Most degree subjects are accepted, but a good degree (class 2:2 or above) in a business or maths-related subject may be an advantage. A foundation degree or degree in financial services could also be useful.

For people without experience or prior knowledge, the Foundation Insurance Test (FIT) Award offered by the Chartered Insurance Institute (CII) is a single unit course which requires the candidate to pass a multiple-choice style test which can then lead on to further professional qualifications.

You could also go into claims management if you have experience in other areas of insurance and can show a good understanding of claims. It may help if you have already gained insurance industry qualifications, such as the Chartered Insurance Institute (CII) Level 3 Certificate or Diploma in Insurance. The Institute of Financial Services School of Finance also offers a Level 3 Certificate in Regulated General Insurance (CeRGI), which may provide an introduction to managing insurance claims.


Training and development

As a trainee claims manager, you would learn on the job from experienced claims staff. Larger insurance companies often provide structured training programmes covering technical insurance knowledge and management skills.

Employers will often encourage you to take professional insurance industry qualifications from the Chartered Insurance Institute (CII) or the Chartered Institute of Loss Adjusters (CILA) progressing through:

  • Cert Chartered Institute of Loss Adjusters (CILA) Claims
  • CII Level 3 Certificate in Insurance
  • CII Diploma in Insurance
  • CII Advanced Diploma in Insurance, Associate and Fellow of CILA providing credits towards a Masters degree

If you deal with specialist claims such as aviation or marine insurance in the London Market, you can also take the CII Award in London Market Insurance or Edexcel BTEC Level 3 Award in Lloyd’s and London Market Insurance.

Employers will usually encourage you to continue to develop your knowledge and skills throughout your career. The CII and CILA offers a range of training opportunities and higher levels of membership.


Skills and knowledge

  • good spoken and written communication skills
  • the ability to lead and motivate a team
  • excellent customer service skills
  • organisational skills
  • accuracy and attention to detail
  • a calm and assertive manner when dealing with complaints
  • the ability to analyse information
  • good administrative and computer skills
  • respect for confidential information.

More information

Financial Skills Partnership (Opens new window)
51 Gresham Street
London
EC2V 7HQ
Tel: 0845 257 3772
www.directions.org.uk

Chartered Insurance Institute (Opens new window)
42-48 High Road
South Woodford
London
E18 2JP
Tel: 020 8989 8464
www.discoverrisk.co.uk
www.cii.co.uk

Institute of Financial Services (Opens new window)
ifs House
4-9 Burgate Lane
Canterbury
Kent
CT1 2XJ
Tel: 01227 818609
www.ifslearning.ac.uk

Chartered Institute of Loss Adjusters (Opens new window)
Warwick House
65/66 Queen Street
London
EC4R 1EB
Tel: 020 7337 9960
www.cila.co.uk


Opportunities

You could work for insurance companies or brokers all over the UK. Jobs may be advertised in the local and national press, in industry magazines and by financial services recruitment agencies, although many claims management positions are filled internally.

With experience, you could progress into senior management. You could also move into other areas of insurance like loss adjusting, broking, sales or compliance.

You may find the following useful for job vacancies and general reading (links open in new window):

Job profiles are based on the latest information supplied to us by industry bodies, such as Sector Skills Councils. Please be aware that with the introduction of the Qualifications and Credit Framework (Opens in a new window) there has been, and will continue to be, changes to vocational qualifications. For more information, please check with industry bodies directly.

We do not accept responsibility for the content of external sites.


Related industry information

Industry summary

The financial services industry is represented by the Financial Skills Partnership (FSP) which includes the following activities:

  • Banking – for individuals and businesses to manage their money, access loans, buy property, exchange currencies and many other activities. It is organised into three core categories: Retail; Corporate; and Wholesale banking.
  • Investments – managing and growing the wealth of individuals and organisations
  • Insurance – covers a huge variety of risks, from cars and houses to ships, planes and satellites.
  • Financial Advice – about working with people to plan their financial goals, based on their current situation and looking at the best ways they can achieve their financial objectives, such as helping someone to choose a mortgage, invest their savings or plan for their retirement.

Almost 1.2 million staff in 34,000 workplaces constitute the UK’s financial services sector, from online car insurers to retail banking giants, and from self‐employed independent financial advisers (IFAs) to global investment banks. Operating under a regulatory framework unique to the UK, the sector facilitates the allocation of capital, promotes confidence and continuity in life and business by managing risk and maintains the transaction systems that the rest of the economy relies on to conduct its business.

Key facts:

  • 47% of firms employ 250 people.
  • Employment is dominated by a handful of large employers, most notably the high street retail banks, e.g. Barclays, HSBC.
  • 29 % of the financial services workforce is employed in administrative or secretarial roles.
  • About a quarter of the workforce is in associate professional and technical roles.
  • Managerial roles, including owners in private companies and the self‐employed, account for 37% of the workforce.
  • Employment growth in UK financial services has been weak when compared with other countries, notably the US
  • Recently, there have been notable declines in employment numbers because of the recession
  • Staff turnover has declined, as fewer vacancies and concerns about the recession may be deterring people from changing jobs

Jobs in the industry range from:

  • Insurance – underwriting, broking, customer services, sales, risk management, compliance, training, actuarial and administrative roles
  • Investments – asset management (sometimes called fund management), product development, product management, investment analysis, relationship management
  • Banking – retail banking (customer services, customer advice, financial advice, foreign exchange and branch management); corporate banking (corporate advice, relationship management, small business management and corporate management); and wholesale banking (mergers and acquisitions, research, sales and trading, and corporate finance)
  • Financial advice – mortgage adviser, independent financial adviser, compliance practitioner, pensions adviser

National and regional data

East Midlands – retail banking dominates financial services employment in the East Midlands. Women make up 53% of the workforce and 51% of workers are aged 35‐59. Full‐time employees account for 73% of the workforce and the average salary is £29,383.

East of England – insurance and insurance broking make up the most important parts of the financial service economy in this region, with Norwich a main centre. The region employs 12% of the country’s financial services workforce, with the majority, 88%, full‐time. Men make up 56% of employees, with 57% of workers aged 35‐59. Average earnings are £34,433.

London – this is the major centre of the UK’s financial services industry, centering on the City and Canary Wharf. Wholesale banking and insurance, investments and exchange markets are all well represented here. Almost of quarter of the workforce; 24% is based in London. Men make up 66% of the workforce and most jobs are full‐time, 94%. The majority of employees; 49% are aged 20‐34 and the average salary is £86,779 although this is heavily skewed by the number of high‐earning posts in the City. For most, the average is much lower.

North East – insurance broking and banking are the most important financial services in the region, with Newcastle the main centre of activity. Around 3% of the UK workforce is based in the region. Women form 66% of the workforce and 63% of workers are full‐time. Employees aged 34‐59 make up the largest share of the workforce at 52%, and the average salary is £27,219.

North West – Manchester is the biggest centre in the region but Chester, Macclesfield and Stockport are important clusters. Banking and general insurance form the bulk of businesses. The region employs 9% of the UK’s financial services workforce, with women making up 56% of employees, and most jobs are full‐time, 80%. Workers aged 34‐59 form the largest section of the workforce at 57%. The average salary in the region is £28,416.

South East – the region is second only to London in size, taking up 15% of the workforce. The gender split between men and women is fairly even at 54% and 46%, respectively, and 60% of all employees are aged 34‐59. Most people are employed full‐time, 84% and the average earnings are £37,298.

South West – The main centres for financial services in this region are Bristol, Bournemouth, Gloucester and Swindon. The sector here makes up 7% of the UK’s sector total. Women form 59% of the workforce and the majority of jobs are full‐time, 75%. People aged 34‐59 form the largest share of the workforce. Average salary for the sector is £34,910.

West Midlands – the region employs around 6% of the UK’s workforce, with the majority centred on Birmingham. Banking, general insurance and credit are the most important sub‐sectors here. Men make up 52% of employees, with 72% of jobs overall being full‐time. Workers aged 34‐59 are in the majority at 52%. The average salary is £29,014.

Yorkshire and the Humber – the emphasis across the region is on retail banking and makes up 7% of the country’s workforce. There are slightly more women than men working in the sector at 51%, and 81% of jobs are full‐time. Once again, the 34‐59 age range is most common among employees, accounting for 51%. Average earnings are £27,481.

Scotland – financial services in Scotland range from retail banking to pensions and car insurance, with centres of activity in and around Edinburgh, Glasgow and Dunfermline. Over 2,100 companies are directly involved in the industry, providing 7% of the UK’s financial services workforce. The most common age range of employees is 34‐59, and most people work full‐time, 81%. The average salary for the sector as a whole is £35,016.


Career paths


Further sources


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