Case studies : Claims service manager: John

For John, the best parts of the job are the initial investigation, the problem-solving and the variety and unpredictability of cases. He also enjoys attending and presenting in court.

After graduating with an MA in English and History, John entered the insurance sector and started work in the claims section of the Co-operative Insurance Society. His early career focused on motor claims, then property and then liability. He worked as a loss adjuster for three years and then returned to a large insurance company to become a claims inspector, progressing to become a senior claims inspector.

John stresses that the work of a claims inspector focuses on dealing with higher value or more complex claims. 'In a year’s cycle, a claims inspector can expect to investigate approximately 400 cases.'

Handling a case involves: going out to visit the scene of a claim; speaking to the appropriate professionals, for example, the fire service, the police or the medical profession; establishing the facts; speaking to witnesses; examining the site and then assimilating all the information and assessing liability. A report must then be written. If there is liability, the claims inspector may negotiate a settlement. If, however, there is no settlement and the outcome is unclear, the claims inspector may have to attend and present at a court case.

John really enjoys his work: 'This is a varied, demanding job that necessitates a highly inquisitive nature, a logical approach, discernment and the ability to analyse lots of information. You also need to be fairly gregarious and have strong interpersonal skills.'

For John, the best parts of the job are the initial investigation, the problem-solving and the variety and unpredictability of cases. He also enjoys attending and presenting in court. He feels that the nature of his degree equipped him with the ability to analyse problems and think logically. The less favourable part of the job for John is report writing.

John feels that new graduates need to build up experience and training before becoming a claims inspector. 'A new graduate needs to develop knowledge, training and the relevant qualifications through appropriate professional bodies such as the to progress on to becoming a claims inspector. It is important to show initiative, enthusiasm and a willingness to move around and develop knowledge in this field. Students thinking about this line of work would benefit from work experience in the insurance industry, but it is not essential.'

John advises that, 'any graduate applying for jobs within claims with a view to progressing on to claims inspection should show an understanding of claims work. A useful tip to applicants is to explore information on court websites available to the public outlining claims cases and their outcomes. This allows candidates to demonstrate some knowledge of the types of issues involved in cases at interview.'

In terms of career development, John notes that claims inspectors can progress to senior claims inspector posts. Some inspectors also move into risk management, health and safety consultancy and loss adjustment.

John enjoys his work and feels that insurance claims inspection is varied, stimulating, exciting and unpredictable.