Insurance Claims Handler - Career Advice - Banking Finance and Insurance

Banking, Finance & Insurance

One of the main roles that underpins the insurance industry is the claims handler. As the first point of contact in the company after a customer has a car accident or a break-in at their home, claims handlers must be a good all-rounders; supportive, caring and decisive, with a great eye for detail.

Insurance claims handlers process insurance claims, assess the validity of claims, and make sure that payouts are made within agreed limits. Decline Insurance claims handlers manage claims, from submission by a policyholder to eventual pay out. They decide whether a claim is valid and check for potential fraud.

Claims handlers also coordinate the response to a claim, such as ordering replacement items or organising tradespeople to carry out repair work.

files
(Source: Insurance Business Mag)

ANZSCO ID: 5523

Alternative names: Insurance Officer, Claims Administrator, Insurance Clerk

Specialisations:

Insurance Claims Managers lead a team of claims handlers and make sure that they deal with insurance claims efficiently. Claims managers handle more complex insurance claims. They deal with, and resolve, customer complaints and appeals.
Cargo Claims Manager

Knowledge, skills and attributes

To become an insurance claims handler, you would need:

attention to detail
sound judgment and decision making skills
strong customer focus
excellent verbal and written communication skills
tact and assertiveness when dealing with customers
strong time management skills
an aptitude for mathematics
good IT skills.

Skills
(Source: Reassured)

Duties and Tasks

As a claims handler, you would :

take details over the phone or internet when a claim is reported
give advice on the claims process
check that premiums have been paid and that the policy covers the claim
advise on what information, such as receipts, photographs or valuations, is needed to process the claim
advise customers on how their claim might affect future policy premiums
arrange payments on straightforward claims
refer claims to a claims manager where necessary.

ICH do
(Source: Insurance Institute)

Working conditions

In a full-time job you would usually work a regular number of hours each week, Monday to Friday. You might work shifts including evenings and weekends in a contact centre. Part-time or flexible work is often available.

You would work in an office or contact centre, and spend most of your time speaking on the phone and using a computer.

Education and training/entrance requirements

You can work as an insurance claims handler without qualifications, although employers would usually require you to have gained your senior secondary school certificate or equivalent. It is common, and may be required, to study for insurance industry qualifications at the same time as working in an entry level role such as this.

With experience, you may be able to become an insurance claims manager, and lead a team of claims handlers.

A snapshot into the role of a Claims Representative: Work Cover Queensland
https://youtu.be/HbBN_HZhiw0

Employment Opportunities

Career progression:

Start as a junior claims handler
Progress to team leader
Further progression to claims manager and claims director
Possibility to move into other areas such as loss adjusting and risk surveying

Did You Know?

Reported in Insurance Business Mag

The majority (95%) of claims handlers in the US and the UK believe claims processing will be significantly impacted by technology in the next five years, according to a study by insurtech Sprout.ai.

The survey sheds light on the daily challenges faced by claims handlers, revealing that 55% find the review and processing of claims documents and evidence particularly burdensome. An equal percentage reported frustrations with compliance and reporting requirements.

From the perspective of customer service, the polled claims handlers provided insights into the most common customer grievances. Approximately 28% of handlers pointed to complaints related to delays or communication gaps. Another 20% encounter demands for greater transparency, while 17% noted calls for quicker claims resolution.

“Claims handlers are responsible for the most important moment for an insurance carrier: delivering on their service promise,” Sprout.ai chief executive Roi Amir said. “They know the claims process inside and out, and they’re deeply invested in making it easier for customers as well as themselves, as pressure can be high at these critical moments.

“The report confirms what we already knew: handlers are becoming increasingly frustrated by challenges around delays and customer communication – and they are now seeing technology as the answer. This is a really promising development for the insurance industry: technology has the potential to turbocharge claims processing.”

Citing an example, Amir said using artificial intelligence can take a typical claims process from 30 days to real time, freeing up handlers to deliver better customer communication.

Meanwhile, the poll also brought to light certain differences between the experiences of UK and US claims handlers. For instance, a notably higher percentage of UK handlers struggle with the retrieval and review of documents and evidence – 36%, compared to just 14% of their US counterparts.

The research was conducted in collaboration with Opinium in March and April of 2024.

Banking, Finance & Insurance

A Cargo Claims Manager oversees the entire lifecycle of cargo claims, from initial receipt to final resolution. This involves investigating claims, negotiating settlements, and ensuring timely and accurate processing while adhering to industry standards and guidelines. They also play a key role in developing and implementing loss prevention programs and maintaining positive relationships with internal and external stakeholders.

ANZSCO ID: N/A July 2025 Future Growth Strong

Alternative names: Claims Manager - Transportation, Marine
Claims Manager, Logistics Claims Manager, Claims Specialist - Cargo,

Specialisations: Claims Director (potential role),

Knowledge, skills and attributes

Excellent investigative skills to assess claim validity
Legal knowledge related to insurance claims
Proficiency in claims management processes
Strong communication and interpersonal skills for stakeholder interactions

Cargo Claims Manager
(Source: LinkedIn)

Duties and Tasks

Claim Investigation and Analysis: Receiving, reviewing, and investigating cargo claims from customers; Analysing claims for coverage, liability, and damages; Determining appropriate actions based on the findings of the investigation.
Claim Resolution: Negotiating settlements with claimants, carriers, and other relevant parties; Resolving claims within established timeframes and according to industry standards; Managing and maintaining claims management software and documentation.
Loss Prevention and Risk Management: Developing and implementing cargo loss prevention programs; Identifying trends and potential risks related to cargo claims; Working with other departments to improve processes and reduce future claims.
Relationship Management: Building and maintaining strong relationships with internal and external stakeholders, including customers, carriers, and insurance providers; Serving as a point of contact for claim-related inquiries and escalations.
Training and Development: Providing training and guidance to team members on claims handling procedures; Mentoring and coaching team members to improve their performance.
Reporting and Analysis: Tracking and analysing claims data to identify trends and areas for improvement; Preparing reports for management and other stakeholders.
Legal and Regulatory Compliance: Ensuring all claims are handled in accordance with relevant laws and regulations; Working with legal counsel on complex claims and litigation matters.
Subrogation and Salvage: Driving effective subrogation and salvage processes to recover costs from responsible parties; Managing the recovery of losses through subrogation and salvage efforts.
Vendor Management: Selecting and managing vendors such as surveyors and lawyers; Monitoring vendor performance and expenses

Working conditions

Cargo Claims Managers typically work in an office environment, but their role can involve a mix of tasks including desk-based work, communication with various stakeholders, and potentially some travel for investigations. They handle the process of assessing, investigating, and resolving cargo damage or loss claims, working to ensure timely and accurate settlements.

Tools and technologies

Cargo claims managers utilize a variety of tools and technologies to streamline processes, improve accuracy, and reduce claim resolution times. These include claim management software, automated systems for data entry and claim filing, digital platforms for document management, AI-driven tools for analysis and prediction, and blockchain for enhanced transparency and security.

Integration with Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and accounting tools.

Education and training/entrance requirements

A Cargo Claims Manager typically needs a combination of education, experience, and specific skills related to the logistics and insurance industries. While there aren't always mandated entry requirements, relevant qualifications and experience are generally expected.

Tertiary qualifications: A bachelor's degree in a relevant field like business, logistics, or law can be beneficial.

Certificates: Certifications in supply chain operations, international freight forwarding, or general insurance can be helpful.

Specific courses: Courses focused on marine claims handling, cargo management, or insurance claims can provide specialized knowledge.

On-the-job training: Experience in the supply chain or logistics industry is highly valuable and may be required by some employers.

Experience: 3+ years of experience in the supply chain or logistics industry is often required

Employment Opportunities

They may transition into roles like contract administrator or become accredited marine surveyors