Claims

Advancing

I’ve achieved my Certificate in Insurance Product Advice (APA) qualification and now work with more independence. I handle claims across personal, commercial, or health insurance, depending on my qualifications. I’m responsible for making timely decisions, appointing service providers, and supporting customers and colleagues. I maintain my APA designation by completing 15 hours of CPD per year.

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What does an Insurance Claims Broker do?

Hear from our Education Specialist about the key role Insurance Claims Brokers play in the industry.

Claims Broker Explained

Our education specialist goes over the role of an Insurance Claims Broker.

What do I do?

As an Insurance Claims Broker, I need to possess a certain level of technical expertise in the following areas.

Technical expertise areas

Managing Claims

I manage straightforward claims and understand how first-and third-party claims differ. I can identify potential fraud and know how my organisation manages this.

Following procedures

I follow my organisation’s procedures, appoint service providers, and know when to escalate.

Customer service

I can explain the role of external experts involved in the claims process.

How do I work?

These are the professional skills & behaviours that I need to be a successful Insurance Claims Broker.

I evaluate options, make timely decisions, and solve more complex problems. I begin to analyse data, consider risks and their consequences and explore multiple solutions.
- Critical thinking
- Decision making
- Business numeracy
- Problem solving
I ask probing questions, adapt my communication to different audiences, and use digital tools to support my work. I listen actively, explain complex ideas clearly, and show empathy in sensitive situations
- Questioning
- Digital literacy
- Communication skills
- Business communications
- Active listening
- Reading comprehension
- Empathy
I take responsibility for my work, correct errors, and use systems to stay organised. I seek out learning opportunities and apply new knowledge to improve processes.
- Curiosity
- Attention to detail
- Updating and using relevant knowledge
- Time management
I manage multiple tasks, prioritise effectively, and use tools to process and evaluate information. I begin to develop project plans and anticipate potential issues.
- Organising, planning and prioritising work
- Gathering information
- Processing information
- Multitasking
I build trust with others, collaborate across teams, and respond to customer needs with empathy and professionalism. I’m developing self-awareness and adapting my approach based on feedback.
- Relationship management
- Teamwork
- Customer service

Hear from Actual Insurance Claims Brokers

Dive into the daily life of an Insurance Claims Broker.

Shane Doe

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Jane Doe

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Next Steps

Complete the CIP qualification by registering for the Spring/Summer 2025 semester.

Learn more

Overview