Insurance
Claims Handling skills assessment
Claims officers are where the promise of insurance is kept. This scorecard covers assessment, policy interpretation, communication, fraud awareness and settlement quality for consistent, fair claims handling.
- 12 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 12 Claims Handling skills you can score
These are the default Claims Handling skills in SkillScorer. Each one is scored from 1 to 10 for every team member, and you can edit, remove or add skills at any time.
Policy Interpretation
Reads policy wording accurately and applies cover, exclusions and limits correctly.
Claim Investigation and Assessment
Gathers facts, evidence and reports to reach fair decisions.
Customer Communication and Empathy
Explains progress and decisions clearly to people under stress.
Fraud Awareness
Recognises red flags and follows referral processes.
Settlement Negotiation
Negotiates fair settlements and manages expectations.
Supplier and Repairer Management
Coordinates assessors, repairers and other suppliers.
File Notes and Documentation
Records decisions, contacts and evidence in clear file notes.
Turnaround Time Management
Manages workload and meets service standards.
Regulatory and Code Compliance
Follows industry codes and complaint obligations.
Complaint Handling
Resolves disputes and escalates appropriately.
Recovery and Subrogation Awareness
Identifies opportunities to recover costs from at-fault parties.
Systems Proficiency
Uses claims systems accurately and efficiently.
Levels included with Claims Handling
Claims Handling starts with 6 levels, which SkillScorer calls “Seniority Level” for insurance, so team members can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Officer
- Senior Officer
- Team Leader
- Manager
- Head of Department
How Claims Handling works in SkillScorer
Score
Each team member in a team is scored on the Claims Handling skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank team members, compare two side by side, or compare your teams against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Claims Handling skills need attention. Reports also follow each team leader's team.
Claims Handling scorecard: common questions
What skills does the Claims Handling scorecard include?
SkillScorer's Claims Handling scorecard covers 12 skills: Policy Interpretation, Claim Investigation and Assessment, Customer Communication and Empathy, Fraud Awareness, Settlement Negotiation, Supplier and Repairer Management, File Notes and Documentation, Turnaround Time Management, Regulatory and Code Compliance, Complaint Handling, Recovery and Subrogation Awareness and Systems Proficiency. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are team members scored in Claims Handling?
Every team member is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one team and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Claims Handling?
Claims Handling starts with these levels (called “Seniority Level” in the app): Trainee, Officer, Senior Officer, Team Leader, Manager and Head of Department. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Claims Handling skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In insurance the app talks about team members, teams and team leaders, and you can change any of those words too.
Score Claims Handling with SkillScorer
Book a demo and we'll set up Insurance and Claims Handling with the skills, levels and wording ready to go.
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