Claims

Expert

I have achieved my Higher Diploma in Insurance Management qualification and my MDI designation and complete 15 hours of CPD annually. As a senior technical leader, I have a deep understanding of insurance and I manage complex claims, influence strategy, and work across internal and external stakeholders. I bring together business insight, risk awareness, and innovation to drive long-term value.

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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...

Technical expertise areas

Strategic claims management

I manage the claims strategy, settle complex claims, oversee reserves and recovery actions, and evaluate outsourcing arrangements.

Interpret policies

I interpret complex policy wording, explain exclusions and warranties to stakeholders and ensure compliance with regulatory and corporate standards.

Analyse data

I analyse technical reports and claims data to support effective settlement decision making and improve handling process.

Implement process improvement

I oversee system updates, ensure compliance with claims agreements and reinsurance procedures, support audits, and help improve customer experience by monitoring service quality and NPS (net promotion score).

How do I work?

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

I apply strategic thinking and advanced analytics to solve complex problems, anticipate risks, generate new knowledge to inform decision making and drive innovation.
- Critical thinking
- Decision making
- Business numeracy
- Problem solving
- Analysing data or information
- Strategic thinking
I communicate with authority, mentor others, and influence decisions through clear, impactful messaging. I lead strategic conversations and represent the organisation externally.
- Questioning
- Digital literacy
- Stakeholder engagement
- Business communication
- Active listening
- Reading comprehension
- Empathy
- Interpreting information
- Negotiation
- Consulting and Advising
I lead by example, drive continuous improvement, and shape best practices through thought leadership and knowledge sharing.
- Curiosity
- Attention to detail
- Updating and using relevant knowledge
I design strategic systems, manage complex data, and lead planning across teams. I ensure compliance, optimise resources and support talent development aligned with business goals.
- Processing information
- Organising, planning and prioritising work
- Gathering information
- Multitasking
- Evaluating information
- Sustainable management of personnel resources
I build strong, inclusive teams and lead with purpose. I mentor others, drive collaboration, and influence culture through advocacy, performance and strategic leadership.
- Relationship management
- Teamwork
- Customer service
- Advocacy
- Developing, influencing and building teams
- Guiding, directing and motivating others

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

Learn more about the ACII & FCII.

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