Claims Assessor

You will be joining the Individual Protection Team, a vibrant and supportive group that works collaboratively with stakeholders such as Customer Service, Sales, and Complaints teams. The team boasts extensive knowledge and experience in product claims assessment, primarily composed of Senior Claims Assessors. Our focus is to provide the best claims experience through innovative improvements, delivering on promises, and offering excellent service. The Opportunity The Individual Protection Claims Assessor will contribute to the proactive management of claims administered by MetLife, ensuring reassurance to customers through service excellence and accurate work. This role offers an exciting opportunity for Claims Assessors to develop and maintain strong relationships with both internal and external customers. Success in this role requires excellent communication and interpersonal skills. The Claims Assessor is responsible for claims assessment, telephone call handling, and related duties. You will collaborate closely with Customer Service, Sales, and Complaints teams in an environment where every contribution is valued and every perspective is heard. Key Responsibilities Fast Track Claims Assessment: Handle claim assessment, decision-making, and customer communication within agreed controls for fast track claims. Ensure work meets quality standards within set timeframes. Identify and triage claims that do not meet fast track criteria. Make liability decisions within controlled parameters, demonstrating the ability to review, analyze, and decide confidently. Other Claim Assessments: Assess non-fast track claims as directed by Claims Managers within specified remit. Maintain quality and timeliness in work completion. Conduct telephone conversations with customers about claim decisions, including negative outcomes. Med Fee Authorization: Check and authorize medical fee payments raised by Claims Administrators for accuracy and timeliness. Perform quality checks in accordance with governance standards. Telephone Call Handling: Handle incoming calls professionally and efficiently, respecting Data Protection regulations. Follow operational protocols for technical accuracy and customer service. Maintain records of calls on relevant systems. Required Qualifications Experience in administration within claims, legal, or fraud departments, handling claims involving hospitalization, injuries, or funeral benefits. Ability to review detailed medical and police reports with resilience and desensitization. Professional demeanor, capable of appropriate interactions with customers, healthcare providers, and authorities. Good telephone etiquette and written communication skills. Willingness to work from Brighton HQ one day a month post-training, with initial daily presence required for about a month. Additional Skills Medical or claims background for handling technical claims such as child cancer, amputation, or accidental death (training provided). Experience with claim payment autonomy limits is advantageous but not essential. Benefits MetLife UK offers comprehensive benefits supporting health, wellbeing, and financial security, including pension contributions, private medical insurance, income protection, life insurance, and additional optional benefits. Employees also receive a monthly benefits allowance of £20. About MetLife Recognized on Fortune's list of 2025 "World's Most Admired Companies" and as one of Fortune's 25 Best Workplaces for 2024, MetLife is a leading global financial services company operating in over 40 markets. Our purpose is to help create a more confident future for all, guided by empathy and purpose. Join us in making #AllTogetherPossible!#J-18808-Ljbffr

Created: 2025-07-21