Claims Assessor

Yorkshire and the Humber
09 Jun 2018
17 Jun 2018
Contract Type
Full Time
The Claims Department supports customers through a hugely difficult time as they make a Critical Illness, Death and Waiver of Premium Claims on protection policies. It fulfils a promise made to our customers when they purchase a new Protection policy to protect them and their loved ones if the worst happens.

As a Claims Assessor you will be working as part of a highly dedicated team who support our customers and make high quality and fair claims decisions

The role involves building excellent relationships with our customers, both on the telephone and in writing whilst assessing the medical and technical aspects of their claims under a variety of risk products. It will be your job to ensure that valid claims are assessed quickly but also to identify those claims which are not valid because the criteria has not been met or there has been misrepresentation of material facts.

You will be responsible gathering the required medical information and considering the reports against the claims criteria to make a sound decision as to whether a claim is valid or not.

Our customers are reliant on the Claims Assessor being empathetic and technically competent to guide and support them through the claims assessment process whilst obtaining the relevant information required. At the same time, the Assessor needs to be confident and assertive when having to communicate unfavourable decisions to policyholders or their representatives.

We are looking for an individual who is dedicated to providing first class customer service who is forward thinking with a positive attitude and thirst for knowledge. They should have an eye for detail and be able to think on their feet, understanding the bigger business picture when decision making.

Ideally we are looking for people with existing claims assessment experience or relevant medical knowledge. However if you don’t have any we will provide structured training to guide and support your development in the role. In the first 12 months you will be building up your medical knowledge and receiving 121 coaching to provide you with the necessary skills to undertake this challenging role.

This is an excellent opportunity to join a special team who deal with customers when they really need our help.

Duties & Responsibilities

  • Building rapport with and support customers who need to make a claim
  • Assess new claims and identify medical requirements for assessment
  • Assess medical reports from General Practitioners and medical specialists/consultants to understand whether the claim is valid or not
  • Review waiver of premium claims in payment to assess the ongoing validity of the claim and manage the claim to mitigate loss
  • Hold telephone calls with customers, external partners and medical professionals on all aspects of claims assessment.
  • Identify opportunities where we can improve our customer experience and internal processes and help drive forward solutions
  • Write complex, non standard letters to customers/IFA’s/solicitors/medical professionals
Skills & Experience required
  • A comprehensive knowledge of life risk products
  • Excellent relationship building and communication skills
  • A desire to deliver quality service at the highest level
  • An excellent eye for detail and the confidence to make decisions on your own
  • Commitment to individual and team performance

  • A willingness to study for the CII Claims Diploma
  • Experience of reading medical information and has an interest in medical issues
About Aviva

Bring to Aviva what makes you different and we’ll support you to do the best work of your life. We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty.

One of Aviva’s core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.

This job was originally posted as

Similar jobs

Similar jobs