Income Protection Claims Assessor

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.

Are you an experienced Medical Claims Assessor with Income Protection experience?  Were looking for an Individual Income Protection Assessor to join the team in Hove on either a hybrid or homebased basis with a salary of up to £46,000 dependant on experience. 

What you'll be doing

• Gather appropriate evidence and assess information in order to accept or decline claims displaying logical reasoning. Consider the customers’ expectation of the product so that claims decisions are fair and Legal and General does not suffer unnecessary financial loss or reputational loss.
• Manage claims from end to end, processing within claims guidelines so that quality and consistency across the area can be maintained, adhering to service standards and processes.
• Deal with all aspects of customer communication by taking and making calls, dealing with letters and emails, and using the most appropriate method of keeping customers informed eg: phone, letter, email, text, so that unnecessary incoming contact is minimised.
• Liaise with internal and external customers and third parties in a professional, friendly and efficient manner in order to obtain information. Ensure that customers’ expectations of service are met whilst providing a positive impression of Legal and General. Utilise customer focused language
• Identify appeals and complaints and take ownership for trying to resolve them with urgency, so that complaints are acted upon quickly, root causes are escalated and customer satisfaction is achieved.  
• Take responsibility for supporting colleagues with training, mentoring and development of other members of the claims team, to improve their skill level.
• Represent the claims team in claims projects or other team or department initiatives by sharing knowledge and ideas and giving feedback in order to promote continuous improvement.
• Take responsibility for managing claims of a contentious or sensitive nature, such as those involving fraud, litigation or prospect for litigation, liaising with Managers, GFC, and legal services so that the claim is effectively resolved.
• Ensure a consistent, timely and accurate level of service is maintained in line with service level agreements and promises made to meet customers’ expectations.

• Experience of handling Income Protection claims is desirable. Candidates with a background of other protection types will be considered
• Claims processes
• Claims Philosophy
• Insurance products and policy conditions
• Awareness of Compliance regulations, and adherence to these
• Good medical knowledge
• Good understanding of financial calculations to support Claims Payment, including awareness of state benefits
• Comprehensive understanding of Underwriting, including New Business process
• Good understanding of Reinsurance process and treaties
• Ability to show empathy and sensitivity
• Good customer handling skills
• Good communication skills both written & verbal
• Ability to handle difficult calls, when researching circumstances which may lead to a claim being refused.

Legal & General is a leading financial services organisation, 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’re one of the world's largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.  

If you join us, you’ll be part of a welcoming, inclusive 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. It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose. 

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