Claims

Advancing

I’ve achieved my Certificate in Insurance Product Advice (APA). 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'm working towards my Certificate in Insurance Practice (CIP) and maintain my APA designation by completing 15 hours of CPD per year.

How can we help? Learn more about the CIP

Building skills and confidence

Olivia Burke - Education Development Specialist

Learn where to start and how to build technical insurance skills and achieve a level 7 insurance qualification. Also, hear my story and how I support students and guide them every step of the way.

What I do

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

Technical Expertise

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 I work (transversal skills)

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 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 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
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

Learn More. Do More. Be More.

Hear from real members about their career journeys.

René Curtis, Allianz Direct

I switched careers and became an insurance apprentice because it offered broader opportunities and clear paths for advancement. I enjoy learning and have already identified areas of the business I’d like to explore as I progress my career further.

Matthew Reddy, Arachas Corporate Brokers

Insurance wasn’t a career I expected to pursue, but I'm glad I did. I put the time and effort into achieving my qualifications and now, I regularly share insights from my qualifications to guide and support my team members.

Next steps

Sarah is handling complex claims, mentoring others and contributing to strategic improvements. She is deepening her technical and strategic skills through her Certificate in Insurance Practice (CIP) studies.

Learn more

Overview