Income Protection Medical 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 refuted

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.