Senior Claims Assessor (UK Remote Based)

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. 

Recruiter: clarice.wale2@landg.com

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

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.