Senior Claims Assessor (UK Remote Based) - Homebased, United Kingdom

Company Description

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions. 

Job Description

Closing date for applications 07/04/2024


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 and Claims Assessors to join our expanding team. Your knowledge, experience and performance at assessment will influence the seniority of the role you are considered for. We’re offering a base salary of up to £45,000 plus bonus* dependant 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.

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get: 

  • *You’ll have the opportunity to participate in our annual, performance-related bonus scheme (discretionary)  
  • 25 days holiday, plus bank holidays, 26 days after 2 years’ service. You can also buy and sell holiday
  • Generous pension contribution 
  • Life assurance x8 of base salary 
  • Private medical insurance 
  • Recommend L&G as a great place to work and earn money if someone you know joins us
  • A variety of company share schemes, discounts at a huge range of high street stores and on our own products

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
  • Gaining an understanding of industry and customer expectations of claims products and service. You’ll use this knowledge to challenge existing work practices ensuring service, processes and products are continually maintained or improved
  • 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


  • Experience as a Claims Assessor in 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
  • 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

Additional Information

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.


Job Profile




United Kingdom


25 days holiday Company share schemes Discounts at high street stores Generous pension contribution Life Assurance Performance related bonus Private medical insurance


Claims assessment Coaching Communication Customer service Problem-solving Training

  • Communicate with customers and third parties
  • Contribute to claims projects
  • Ensure customer expectations are met
  • Gather evidence for claims assessment
  • Medically assess information for claims
  • Provide training and coaching to team members

Remote Based


Europe/London UTC+0