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Insurance Claims Handler CV Writing Service

Insurance Claims Handler CV Writing Service

The work

As a claims handler, you would deal with people making claims on their insurance policies. You may also be known by other job titles, such as claims administrator, settler, technician or assessor.

You would usually specialise in one type of insurance, such as motor, household or life insurance, and tend to deal with straightforward claims that fall within an agreed payout limit. Your work would involve:

  • taking details when a customer reports a claim
  • issuing claim forms and advising customers
  • checking claims
  • making sure that premiums have been paid and that the policy covers the claim
  • gathering information such as receipts, photographs or valuations
  • telling customers how their claim might affect their policy premiums in the future
  • arranging payments on straightforward claims
  • referring doubtful, complex or high-value claims to a claims manager.

With experience, you could work as a claims negotiator, investigating more complex claims and negotiating with solicitors, insurers and clients before agreeing to pay out.


In a full-time job you would work 35 to 40 hours a week, in an insurance office or contact centre. You might work standard office hours Monday to Friday, or shifts including evenings and weekends in a contact centre. Part-time work is often available.

You would be office-based, and spend most of your time speaking on the phone and using a computer.


  • Starting salaries can be between £13,000 and £17,000 a year
  • Graduate trainees or experienced claims handlers may earn up to £20,000
  • Claims negotiators can earn £18,000 to £30,000 a year.

Salary packages may also include insurance, pension benefits and bonuses based on personal or company performance.

Figures are intended as a guideline only.

Entry requirements

You will need administrative and computer skills, and you may have an advantage with experience in office work or customer service.

Some employers may prefer you to have some GCSEs (A-C) including English and maths, others may ask for A levels or an equivalent such as the 14-19 Diploma in Business, Administration and Finance, or a BTEC National Certificate/Diploma. Alternatively, some companies will test your skills (such as communication, numbers and IT) instead of asking for formal qualifications.

You may be able to get into the insurance industry through an Apprenticeship scheme. The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers.

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 you may have an advantage with a business or maths-related subject. Some training schemes may also accept you with A levels if you have some relevant work experience.

Training and development

Your training would be a mixture of learning on the job and studying for insurance industry qualifications. Some companies offer structured training schemes for new staff.

The Chartered Insurance Institute (CII) provides a clear career structure from trainee to professional level, with qualifications as follows:

  • CII Certificate in Insurance
  • CII Diploma in Insurance
  • CII Advanced Diploma in Insurance, leading to Associate membership of the CII (ACII status).

See the CII’s website for more details about their qualifications.

Many employers expect you to have or be working towards full ACII status as your career progresses (see the Insurance Claims Manager profile for more details).

Some employers offer other entry-level insurance qualifications, such as the ifs School of Finance Certificate of Regulated General Insurance (CeRGI).

You should continue to develop your insurance knowledge and skills throughout your career. The CII and ifs School of Finance both run a range of short courses at training centres throughout the UK – see their websites for more information.

Skills and knowledge

  • good spoken and written communication skills
  • excellent customer service skills
  • accuracy and attention to detail
  • tact and assertiveness when dealing with customers who may be distressed or angry
  • the ability to work well under pressure
  • good administrative and computer keyboard skills
  • respect for confidential information.


You could work for insurance companies or brokers all over the UK. Jobs may be advertised in the local press, in industry magazines, and by financial services recruitment agencies.

With experience, you could be promoted to claims manager. You could also move into other areas of insurance like loss adjusting, broking, account management or compliance.

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.

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