Protection Claims Assessor

York or Bristol

We are currently expanding our team of Assessors within our Protection Claims division and are now keen to engage the talents of an experienced Claims professional to join this team. In the role of Claims Assessor, the chosen post-holder will be tasked with assessing underwritten death, critical and terminal illness claims, exercising an empathetic customer service style over the phone with our customers, helping them in their time of need. 

As part of a dedicated team, you will be responsible for assessing terminal illness, critical illness and death claims, applying our Aviva philosophy to ensure fair customer outcomes. Engaging with internal and external stakeholders, ensuring that best practice and minimum standards are followed, will also make up a large part of your role – including working with our claimants and medical professionals to obtain relevant evidence to support these claims.

We are also looking for a professional who has the confidence and skills to deal with difficult conversations, as the chosen post-holder will have to deal with calls focused on bereavement, serious illness, complex complaints and potential misrepresentation of medical information. Therefore, you must be a caring, adaptable, and enthusiastic individual, who fits within our values of Care, Commitment, Community and Confidence.

Training will be fully supported within an experienced team, with a range of developmental courses provided both in house and externally.  Your working hours will be 35 hours per week, between 8.30am and 6pm, Monday to Friday. Aviva have adapted to a ‘smart working’ philosophy, meaning that your time will be split between either our York or Bristol office and home (i.e. 3 days in the office / 2 at home).

Duties & Responsibilities

• Develop and maintain relationships with our customers, third parties, and suppliers

• Confidently discuss complex and sensitive medical information in depth with customers, whilst providing an exceptional standard of customer service

• Request and interpret medical information as necessary for assessment of the claim, providing the right support at the right time

• Make accurate, timely and effective claims decisions, in line with our Aviva Protection Claims philosophy

• Offer empathy and care to support our customers, to ensure they have the best claims journey and most suitable outcome

Skills & Experience required

• Prior experience of ​making claims decisions (with relevant financial authorities) in the ‘Protection’ space - i.e. death, terminal and/or critical illness, income protection and any other protection claims areas

• Ability to manage relationships with customers and/or suppliers in a professional, yet empathetic way

• Excellent telephony capability and written communication skills

• Sound judgement and decision-making skills – i.e. being able to confidently explain the reasoning behind decisions and negotiate with customers

• Good planning, negotiation, and organisational/time management skills

• Adaptability, resilience, and desire for continuous personal development in a challenging, yet rewarding environment

What will you get for this role?

• Annual salary from £24,000 & up to £30,000, depending on skills, experience, and qualifications

• Generous defined contribution pension scheme

• Annual performance related bonus and pay review

• Holiday allowance of 25 days plus bank holidays and the option to buy/sell up to 5 additional days

• Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family. (Some exclusions apply)

• Excellent range of flexible benefits to include a matching share save scheme

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.

We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take ownership, and who make good decisions.

The way we do this is important too, we’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.

We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

We interview every disabled applicant* that meets the minimum criteria for the job. Once you’ve applied, please send us a separate email stating that you have a disclosed disability and we’ll make sure we interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Daisy Holmes a call on +44 7436 672007 or send an email to daisy.holmes@aviva.com.

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.