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What does an
Insurance Claim Handler do?

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Other common names for this position: Call Centre Representative, Claim Processing Specialist, Claim Representative, Claim Taker, Claim Adjudicator, Claims Associate, Claims Clerk, Claim Coordinator, Claim Processor, Claim Sorter, Claim Technician, Insurance Claim Clerk, Insurance Claim Processor, Insurance Customer Service Representative, Open Claim Representative


When a policyholder requires the services of their insurer for an emergency, they file a claim with their company. The employee in charge of taking in that claim and seeing it through is the Insurance Claim Handler. They work for insurance companies as part of a Customer Service team. Their job is to take note of the client’s personal information, recall their insurance contract, and provide assistance during the claim process.

Insurance Claim Handlers usually take charge of a case and see that it is properly handled by all the people involved. They often have to contact Insurance Underwriters, Adjusters, and Brokers when they require their expertise in a case. Once a settlement payment is issued, Insurance Claim Handlers verify that it was done properly and that there was no under or overpayment.

In some cases, Insurance Claim Handlers are also required to contact external experts to work on a specific case. They liaise with hospitals, mechanic workshops, Engineers, and other experts whenever they’re needed to asses and work on a claim.

Primary Responsibilities

Here’s a non-exhaustive list of common tasks Insurance Claim Handlers are required to complete.

  • Assisting clients with claim filing:
  • Requesting personal information from the client (e.g. name and contract number);
  • recalling policy information from the database;
  • verifying that the client has no overdue payments;
  • coordinating immediate assistance for the client;
  • accepting or rejecting a claim; and
  • preparing proper documentation to file a claim.
  • Entering claim documentation into the system:
  • Opening a new case on the company database;
  • contacting Insurance Adjusters and Examiners, as well as liaising with other experts; and
  • arranging appointments for Appraisers and Examiners.
  • Calculating claim values:
  • Estimating the costs of goods, property, or treatments; and
  • calculating an estimated settlement cost.
  • Contacting people involved with the claim:
  • Liaising with Doctors, Mechanics, or Contractors;
  • contacting clients when there’s information missing from their files; and
  • liaising with other insurance professionals (e.g. Adjusters, Brokers, or Underwriters) when necessary.
  • Requesting settlement payment from financing departments:
  • Handing payment to the claimer;
  • authorizing payments for medical treatments or other services that were necessary; and
  • verifying settlement payments to avoid over or underpayment.
  • Liaising with hospitals, clinics, contracting firms, and mechanic workshops:
  • Authorizing clearance when claimant requires their service; and
  • intermediating between clients and experts.

Daily Tasks

  • Receiving calls from claimers about emergencies.
  • Assisting clients’ with their immediate needs.
  • Collecting information on clients.
  • Verifying insurance coverage.
  • Contacting the necessary personnel to handle a claim.
  • Calculating claim settlement payments.
  • Accepting or rejecting claims.
  • Verifying settlement payments.

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Required Skills and Qualifications
  • Outstanding customer service and sales skills:
  • Being aware of client activity and responding with a sense of urgency, prioritizing assisting clients over other tasks;
  • providing high levels of customer service;
  • being polite and patient while dealing with difficult clients; and
  • identifying and assessing customers’ needs and concerns.
  • Exceptional communicational and interpersonal skills:
  • Communicating in a clear manner in order to create a strong and communicative relationship with customers and coworkers;
  • communicating regularly with experts from a wide range of fields to collect reports based on examinations;
  • having a friendly and appealing personality to engage in positive interactions with clients and coworkers; and
  • listening carefully and understanding clients’ inquiries in order to be able to assess and resolve any issues promptly.
  • Strong analytical skills:
  • Possessing a detail-oriented approach to analysis;
  • reviewing long and complex reports; and
  • analyzing the extent of coverage offered by a policy.
  • Excellent time management and organizational skills:
  • Being capable of taking on several tasks at the same time;
  • being able to work in a dynamic, fast-paced environment; and
  • being able to work both independently and as part of a team.
  • Good computer skills:
  • Using specialized software to calculate risks and losses; and
  • using word processors to write contracts.
  • Problem-solving and decision-making skills:
  • Identifying issues and resolving problems in a timely manner; and
  • accepting or declining claims.
  • Being resourceful, energetic, driven, structured, and displaying a strong desire to take initiative.

Entry-level jobs as an Insurance Claim Handler are available among many different insurance companies. As a matter of fact, this is the most common position for people entering the world of Insurance. Most companies require applicants to have completed a secondary education and to also possess a bachelor or associate’s degree in Business Administration, Economics, Mathematics, or Statistics. Having at least 2 years of previous work experience in Retail, Administration, or Customer Service can be an asset for applicants.

Other than the educational requirements, all Insurance professionals in Canada need to be properly licensed by the governing body regulating all Insurance activity in the province or territory they are located in. British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, and Quebec each have their own regulators tasked with, among other things, issuing the necessary licences that all professionals working in Insurance need to have.[1] New Brunswick, Prince Edward Island, Nova Scotia, Newfoundland & Labrador, and the Northwest Territories are all under the jurisdiction of the National Superintendent of Insurance.[2]

Emergencies can occur at any time; therefore, Insurance Claim Handlers must be available 24 hours a day. In order to achieve this, they work in rotating shifts to ensure that there is always people available to assist their customers in case of an emergency. This means that they are often required to work nights, weekends, and national holidays.

Job Offers
There are currently 7 available job offers for the Insurance Claim Handler position on Below is a list of available jobs, based on Canada's most populated metropolitan areas.