Claims

Specialising

I’ve achieved my Certificate in Insurance Practice (CIP) and complete 15 hours of CPD annually. I work as a team leader or first-line manager in a regulated specialist role, handling complex claims and making decisions across multiple functions. I apply broad insurance knowledge to deliver short-term value for my team and contribute to long-term business goals. I am now working towards the Higher Diploma in Insurance Management (MDI).

How can we help? Learn more about the MDI

Moving forward and expanding opportunities

David Flanagan - Education Development Specialist

Understand how expanding technical and transversal skills and acquiring the next qualification in the pathway can open doors to more varied roles and greater opportunities across the insurance sector

What I do

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

Technical Expertise

Managing claims

I manage complex claims within my authority, apply reserving practices, and escalate when needed. I ensure timely settlements, monitor expenses, and follow procedures to detect and handle fraud. I understand dispute resolution mechanisms and use claims data effectively.

Interpret policies

I show good understanding of policy wording and know when to escalate complex or unclear issues for further review.

Follow procedures

I appoint external experts in line with company procedure and follow agreed service standards with claims partners.

How I work (transversal skills)

I communicate with clarity and purpose, ask strategic questions, and adapt my style to different audiences. I use digital tools to improve processes and build strong relationships.
- Questioning
- Active listening
- Communicating with stakeholders
- Business communication
- Reading comprehension
- Digital literacy
- Empathy
- Interpreting information
- Negotiation
I solve complex problems and make business decisions using data analysis, creativity and strategic thinking. I analyse trends, weigh risks and adapt solutions to deliver the best outcomes.
- Critical thinking
- Decision making
- Business numeracy
- Problem solving
- Analysing data or information
I take ownership of my work, ensure accuracy and continuously improve. I stay curious, share knowledge and adapt to change.
- Curiosity
- Attention to detail
- Updating and using relevant knowledge
I manage complex workloads, develop efficient systems and use data to guide decision-making. I prioritise effectively and ensure quality in everything I do.
- Processing information
- Organising, planning and prioritising work
- Gathering information
- Multitasking
- Evaluating information
I build inclusive relationships, lead by example and support team success. I resolve conflict constructively and advocate for positive outcomes.
- Relationship management
- Teamwork
- Customer service
- Advocacy

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.

Kerill Sutton, Allianz Ireland

I’ve been given incredible opportunities in my role, including gaining experience abroad on a mini mobility programme. I’ve also progressed internally and taken on greater responsibility. I'm still learning and hope to progress even further.

Next Steps

Sarah is a first-line manager in a regulated specialist role, handling complex claims and making decisions across multiple functions. She continues with her Higher Diploma in Insurance Management (MDI) studies.

Learn more

Overview