Insurance claims handlers coordinate the services that may be required by policyholders following an accident or incident. This can include arranging and coordinating for approved tradespeople to make homes safe again or organising for replacement goods if a policyholder has been burgled. They may also be involved in large scale accidents and incidents, e.g. a bridge collapse.
As well as communicating with policyholders, insurance claims handlers also liaise with external experts such as loss adjusters and lawyers. They may also become involved in loss adjusting activities (investigating the loss) or in legal discussions about the recovery of money from the party responsible for the loss. Work on complex cases requires experience and expert knowledge.
Insurance claims handlers are involved in managing a claim from beginning through to settlement. Depending on their level of experience and knowledge, they may be involved in investigating potentially fraudulent claims and undertaking a range of loss adjusting activities.