What does a claims manager do?

claims manager is responsible and adept for managing and supervising a team of claims adjusters, examiners, and representatives who handle different types of insurance claims, such as auto, health, property, or liability. A claims manager sets the policies and procedures for the claims department, monitors the quality and efficiency of the claims service, and ensures compliance with industry standards and regulations

A claims manager oversees the insurance claims process, ensuring adherence to company policies and legal requirements. They lead a team, making decisions on claim approvals or denials based on investigations and policy terms. Customer interaction and effective communication are vital aspects of their role. Additionally, claims managers work to improve processes and maintain compliance with industry standards.

I observed a claims manager overseeing the entire claims process, from initial filing to resolution. They coordinate with various departments, assess claim validity, and ensure compliance with regulations and policies. A claims manager plays a pivotal role in mitigating risks and ensuring fair treatment for both the company and its customers. They analyze claim data, identify trends, and implement strategies to minimize losses and improve operational efficiency. The proactive approach of claims managers in fostering positive relationships with stakeholders is way more helpful. They communicate transparently with customers, address concerns promptly, and strive to achieve satisfactory resolutions, enhancing trust and reputation.

Strong empathetic skills are a must for an effective Claims Manager. Front line claims handling can be challenging, especially when delivering bad news to a customer. The last thing a handler needs from their manager is to be told that there is no time to be affected by an abusive customer or emotionally charged claim, so it is vital that Claims Managers are empathetic to both customers and their team.

A claim manager in the insurance industry oversees the entire claims process. They assess insurance claims, ensuring they are valid and in compliance with policy terms. Claim managers collaborate with adjusters, legal teams, and other stakeholders to resolve claims efficiently. They may also implement strategies to mitigate fraudulent claims, provide customer support, and continuously improve claim handling procedures for enhanced customer satisfaction.

Now that hybrid and remote working are so prevelant in the Claims space, I think managing a team is harder than ever. It's so important to maintain a connection with your team throughout the working day, but without micromanagement. I find a simple way to ensure this, is by signing off with your team at the end of the working day, just as you would in the office. It is also so important to allow collaboration when working remotely and encourage conversation around current claims and challenges the team may have throughout the day.

This is probably one of the most challenging positions, in that, you have responsibilities from your direct reports, so you much coach and BE coached from below. You have to be versatile enough to change hats and develop and be coached and developed sideways to your peers. Lastly, you will find that you must have the leadership courage to coach and be coached by your direct leader, as he/she may lean into your experience and expertise in running the unit. Empathy and being able to adjust on the fly are critical tools that are needed in this role.