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 (APA).

How can we help? Learn more about the APA

Supporting students achieve their best

David Flanagan - Education Development Specialist

Students benefit from a blended learning experience, with access to a wide range of high‑quality resources through a personalised Moodle learning hub. They also have the opportunity to join live tuition sessions led by industry experts.

What I do

As a new entrant to Claims, I need to possess a certain level of technical expertise in the following areas

Technical Expertise

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 I work (transversal skills)

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.
- Active listening
- Questioning
- Digital literacy
- Communicating with stakeholders
- Business communication
- Reading comprehension
- Empathy
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 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

Learn More. Do More. Be More.

Hear from real members about their career journeys.

Andrew Farmer, Vhi Healthcare

A career in insurance gave me the opportunity to earn an accredited qualification. In just three years, I’ve achieved so much and there’s still so much more I can accomplish in my career.

Tendai Hove, OMC Claims

I explored different career paths and discovered that insurance was the perfect fit, combining numeracy with people skills. Loss assessing also plays to my natural strengths in problem‑solving and helping others.

Next steps

Sarah now manages straightforward claims with more autonomy and building her expertise through the Certificate in Insurance Product Advice (APA).

Learn more

Overview