Senior Claims Consultant

The Retail Income Protection Claims team is responsible for managing a portfolio of complex, high-value Income Protection claims, with a strong focus on technical excellence, stakeholder engagement, and outcome-driven portfolio management.

The team operates within a high-performance environment, balancing business expectations with claimant needs, and is structured to support both individual development and collective success.

The team is led by technically skilled managers who foster a culture of resilience, accountability, and continuous learning.

With a structure that includes Senior Claims Consultants, Technical Specialists, and Team Managers, the team offers clear career pathways and opportunities for cross-skilling, making it an ideal environment for professional growth and long-term development.

Qualifications

• Strong knowledge of Retail Income Protection claims between 3-5 years, including policy interpretation, trustee relationships, member expectations, and underwritten and default cover structures.
• Proven experience managing Income Protection claims end-to-end, from assessment through to resolution, with the ability to interpret medical, financial and legal information to make fair, well-reasoned decisions.
• Excellent written and verbal communication skills, including the ability to prepare clear, professional claim correspondence and explain complex outcomes to customers and stakeholders.
• Demonstrated ability to build effective relationships with customers, trustees, medical practitioners, rehabilitation providers, legal representatives, reinsurers and internal business partners.
• A customer-focused approach, with confidence supporting vulnerable customers and managing sensitive, complex or challenging conversations with empathy and professionalism.
• Strong analytical and investigative skills, with the ability to assess risk, identify potential fraud indicators, balance customer outcomes with commercial considerations, and make timely, evidence-based decisions.
• A collaborative mindset, working effectively across claims, underwriting, compliance, rehabilitation, finance, technology and specialist support teams to deliver quality claim outcomes.