Senior Claims Assessor (UK Remote Based)

Company Description

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers.

Job Description

Are you an experienced Claims Assessor? Would you thrive in a team that empowers you to make critical decisions regarding your clients? Are you looking for a remote based role? If you’re a Claims Assessor in critical illness or terminal illness claims then we'd love to hear from you.

We’re recruiting for Senior Claims Assessors to join our expanding team. We’re offering a base salary of up to £45,000 depending on experience. 

The purpose of the role is to provide excellent customer service and claims handling. This will be through working proactively with Claims Assessors, claimants, medical professionals and 3rd parties, to obtain requirements to support claims assessment, meaning end-to-end time is minimised and customer satisfaction maintained.

What you'll be doing:

• Gathering appropriate evidence and medically assessing information to accept or decline claims. The claims may be complex, contentious or sensitive in nature
• Displaying logical reasoning consistently. You will need to apply this in a variety of circumstances. Including but not limited to fraud, overseas issues, litigation/prospect of litigation, liaising with Managers, GFC and legal services
• Communicating with internal and external customers, as well as third parties in a professional and efficient manner
• Ensuring customer expectations are met by obtaining and giving the correct information and keeping them fully informed of progress. You’ll utilise the most appropriate method of contact whilst providing a good customer experience
• Identifying appeals and taking ownership of complaints. This will include investigating root causes and escalating when required
• Providing ongoing training, coaching and technical support to team members
• Contributing to claims projects; identifying issues and recommending solutions to enhance the service given to claims customers
• Applying the TCF (Treating Customers Fairly) principles when dealing with customers, clearly outlining the claims journey to ensure expectations are managed and customer satisfaction is achieved

Qualifications

Who we're looking for:

• Experience as a Claims Assessor in terminal illness or critical illness claims
• Experience in assessing lump sum critical illness claims such as cancer, heart attack, stroke, brain tumours
• Extensive knowledge of the full claims process, customer journey, a variety of claim events and insurance products/ policy conditions
• Experience in handling complex, contentious, refuted or sensitive claims and strong medical knowledge to support the assessment of claims
• Strong written communication skills to support accurate customer communication, summarising case notes and handling refuted claims
• Experience in communicating with reinsurers and medical officers
• Ability to anticipate and resolve problems and prioritise workload effectively
• Thorough understanding of ABI guidelines for misrepresentation and treating customers fairly plus, the ability to apply this approach to ensure correct claims outcomes
• Knowledge of legal aspects pertaining to claims, e.g. probate CIDRA
• Comprehensive knowledge of financial calculations to support claims payment, including awareness of state benefits

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.