Claims

Expert

I have completed my Higher Diploma in Insurance Management (MDI). I continue my learning with 15 hours CPD per year and enroll in Micro-credential courses. 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.

How can we help? Learn more about Micro-credentials

Lead and influence through skill and insight

Rosa Whitfield - Head of Teaching and Learning

Discover how the Career Pathway supports the growth of rewarding insurance careers - guiding new entrants as they begin their journey and helping experienced professionals advance, specialise, and progress all the way to expert level.

What I do

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

Technical Expertise

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 I work (transversal skills)

I communicate with authority, mentor others, and influence decisions through clear, impactful messaging. I lead strategic conversations and represent the organisation externally.
- Negotiation
- Questioning
- Stakeholder engagement
- Business communication
- Active listening
- Reading comprehension
- Empathy
- Interpreting information
- Digital literacy
- Consulting and Advising
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 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

Learn More. Do More. Be More.

Hear from real members about their career journeys.

Cristina Rodina, KennCo Underwriting

I’m very grateful for the opportunities the insurance industry has given me, and I’m excited for what’s still ahead. With my qualifications, I now have real choices - from moving into new areas to pursuing higher-level qualifications.

Eugene O’Sullivan, Allianz Ireland

Post college, I explored several sectors, but insurance stood out for its variety and clear progression pathways. Over the years, I’ve developed new skills, earned qualifications, and recently achieved my MDI designation - supporting my career goal to progress into management.

Next Steps

Sarah stays committed to her continuing professional development and is now exploring advanced pathways such as the ACII and various Micro‑credentials.

Learn More

Overview