Job Competencies of Broker Claims Managers


  • Work with others to achieve objectives
  • Lead, motivate, counsel and develop staff.
  • On-the-job training and coaching
  • Conflict management

Planning and control

  • Establishing, tracking and recording priorities

Client service

  • Claims management
  • Keep clients appropriately informed on the progress of claims.
  • Use claims settlement as a marketing tool.

Operations and compliance

  • Liaise with underwriters, assessors, legal advisors and clients to achieve settlement of claims.
  • Ensure timely and favourable settlement of claims.
  • Prepare process and monitor clients' claims.
  • Ensure compliance with all relevant statutory and industry requirements and codes.
  • Keep management and other informed appropriately and as required about his/her work.

Technical knowledge

  • Develop and maintain an appropriate knowledge of the insurance market
  • Briefing specialist advisers
  • Knowledge of insurance policies

Personal effectiveness

Use personal effectiveness techniques at a level appropriate to the position.

  • Problem solving and decision making
  • Stress management
  • Personal work planning
  • Business writing
  • Questioning techniques
  • Presentation skills
  • Interpersonal skills
  • Negotiation skills
  • Use of the telephone
  • Use of personal computer and systems

Qualification Programs

  • Claims Handlers Course
  • Diploma of Financial Services in Insurance Broking or Insurance Services by coursework or assessment