Insurance & Superannuation

Insurance Claims Handler

Insurance claims handlers process insurance claims, assess the validity of claims, and make sure that payouts are made within agreed limits.

  • Entry-level education

    Senior secondary school certificate or equivalent

  • Job outlook

    1 2 3 4 5

What does an Insurance Claims Handler do?

Insurance claims handlers process insurance claims, assess the validity of claims, and make sure that payouts are made within agreed limits. Insurance claims handlers may also be known as insurance officers, claims administrators or insurance clerks.


Work activities

As a claims handler, you would :

  • take details over the phone or internet when a claim is reported
  • give advice on the claims process
  • check that premiums have been paid and that the policy covers the claim
  • advise on what information, such as receipts, photographs or valuations, is needed to process the claim
  • advise customers on how their claim might affect future policy premiums
  • arrange payments on straightforward claims
  • refer claims to a claims manager where necessary.

Insurance claims managers lead a team of claims handlers and make sure that they deal with insurance claims efficiently. Claims managers handle more complex insurance claims. They deal with, and resolve, customer complaints and appeals.


Key skills and interests

To become an insurance claims handler, you would need:

  • attention to detail
  • sound judgment and decision making skills
  • strong customer focus
  • excellent verbal and written communication skills
  • tact and assertiveness when dealing with customers
  • strong time management skills
  • an aptitude for mathematics
  • good IT skills.

Working hours and conditions

Working Hours

In a full-time job you would usually work a regular number of hours each week, Monday to Friday. You might work shifts including evenings and weekends in a contact centre. Part-time or flexible work is often available.


You would work in an office or contact centre, and spend most of your time speaking on the phone and using a computer.


How to become an Insurance Claims Handler?

Entry Level Education

You can work as an insurance claims handler without qualifications, although employers would usually require you to have gained your senior secondary school certificate or equivalent.. It is common, and may be required, to study for insurance industry qualifications at the same time as working in an entry level role such as this.

With experience, you may be able to become an insurance claims manager, and lead a team of claims handlers.


Job outlook

  • 1 2 3 4 5

Employment in administration and claims handling areas is projected to grow slower than the average for all occupations.

The increasing use of technology, and outsourcing of administrative functions in financial services more generally, are likely to lead to a small decline in available opportunities.


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