Claim Assessor/UKGIP

Job description

Description and Requirements The Team You Will Join On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide.

Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time. The Opportunity Our Group Income Protection claims assessors work on a wide array of claims. We will give you progression and development opportunities from day one. We will provide you with a highly desirable benefits package and compensation bundle, including a market leading annual bonus. Strength through diversity and inclusion means you’ll get great satisfaction from our culture; we are equality focused and have a supportive structure.

All we ask is that you are a suitably experienced Group Income Protection Claims Handler, Claims Assessor or Claims Specialist (sometimes known as Claims Management Specialist). In return of a great salary, bonus and working culture we would like you to contribute to the proactive management of claims administered by MetLife. Providing reassurance to customers through service excellence and accuracy of work, whilst developing and maintaining strong relationships with internal and external customers.

Key Responsibilities

As a Claims Assessor you will be responsible for the timely and accurate assessment, decision making, settlement and communication of Group Income Protection Claims from beginning to end. You will act independently within agreed authority and service levels. Decision making authority is an essential requirement. You will provide exceptional levels of customers service to policyholders, clients and intermediaries in a professional and friendly manner.

You will manage the claims relationship for all customers within an agreed portfolio. You will ensure all aspects of the claims function, including complaints are dealt with in accordance with all compliance, CBI, FCA, TCF and legal requirements. Identify and investigate potential fraudulent claims. Identify process issues and propose solutions for improvement within agreed business framework. Liaising with the Chief Medical Officer, underwriters and external service providers to ensure all appropriate information is obtained to assist in the assessment and ongoing management of claims.

Maintaining a good working relationship with Reinsurers in order to maximise recovery from reinsurance contracts. Participation on claims project and change work as and when required. Provides claim sign off for colleagues. Manage claim appeals within agreed process and authority level. Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organizing information, and improving day-to-day efficiency.

Required Qualifications

Experience and exposure in handling Group Income Protection claims (experience can be solely from a Direct Insurer or from a combination of Direct Insurer and Reinsurer). You will be able to demonstrate technical ability with claims assessment and decision making. Knowledge of Medical or Scheme Underwriting would be beneficial. Claims decision making authority is an essential requirement. Working knowledge of AI capabilities with the ability to evaluate and validate outputs with guidance.

Preferred Qualifications

Confidence in communicating the claim decision via the telephone and in writing. Articulation and eye for detail; to be capable (with existing experience or after training) of quality checking and giving feedback on the work of others. A fondness for learning; you should have a willingness to study towards professional qualifications which MetLife will sponsor. *Applications from UK based Claims professionals looking for 100% remote employment accepted