Claims

New Entrant

I’m new to the insurance industry - either a school leaver, graduate, or transitioning from another sector. I’m in a support role, learning the basics of claims handling while working towards the Certificate in Insurance Product Advice and my APA designation.

What does an Insurance Claims Broker do?

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

What I do

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

Technical expertise areas

Understanding claims

I understand how general insurance works and what makes a risk insurable.

Applying knowledge

I apply the correct policy terms and conditions to each claim and understand the regulatory frameworks that protect consumers.

Following procedures

I follow my organisation’s claims handling procedures, know what information to collect when a claim is notified, and understand when to refer cases based on my authority limits.

Utilising data

I maintain complete and accurate records and understand the importance of data protection in the claims process.

Customer service

I guide claimants through the claims process clearly and promptly, and I know how to handle dissatisfaction by following our complaints procedures.

How do I work?

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

  • I apply basic thinking skills to assess information, make straightforward decisions, and use numeracy to support everyday tasks. I follow clear procedures and begin to question assumptions as I build confidence in evaluating facts and figures.   

    • Critical thinking
    • Decision making
    • Business numeracy
  • I communicate clearly and respectfully to gather information, support claimants, and collaborate with colleagues. I follow communication protocols, ask clear questions, and use digital tools confidently. I’m learning to listen actively, write professionally, and show empathy in sensitive situations.

    • Questioning
    • Digital literacy
    • Communicating with stakeholders
    • Business communication
    • Active listening
    • Reading comprehension
    • Empathy
  • I complete tasks accurately by following instructions and paying attention to detail. I’m developing good organisational habits and learning to manage my time effectively. I stay open to feedback, ask questions when unsure, and use available tools to solve problems.

    • Curiosity
    • Attention to detail
  • I manage my daily tasks using simple tools like checklists and calendars. I follow established procedures to gather and process information, and I’m learning to switch between tasks without losing focus.

    • Processing information
    • Organising, planning and prioritising work
    • Gathering information
    • Multitasking
  • I treat others with respect and courtesy, contribute to team tasks, and respond positively to feedback. I’m learning how to build trust and support customers with empathy and professionalism.

    • Relationship management
    • Teamwork
    • Customer service

Hear from Actual Insurance Claims Brokers

Dive into the daily life of an Insurance Claims Broker.

Next steps

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

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