Insurance Policy and Claims Clerks

On the Job

Overview

Insurance policy and claims clerks process new and existing policies and record claims.

Turning 16 usually means more than just a "Sweet Sixteen" birthday party. It means every parent's nightmare: the driver's license. While the birthday boy or girl is practicing parallel parking in the street, Mom or Dad is on the phone with the insurance company.

"I need to add another driver to my policy," gulps the parent, watching the car jerk in reverse, coming awfully close to the telephone pole. "By the way, how much would it be to add extra coverage?"

This is just one scenario that insurance policy and claims clerks handle.Most insurance policy and claims clerks work for insurance agents or large insurance companies. Clerks who work in large companies review applications and process new policies. They contact agents or customers to get missing information and to make sure information is correct. They may also contact them about the status of policies. When policies are approved, clerks prepare the required documents. They also calculate premiums, using rate standards. Most of this processing and calculating is done on a computer.

Insurance clerks also update and reinstate existing policies. They process changes, such as for the amount of coverage. Then they calculate new premiums or adjustments. They may also compile reports for managers.

Insurance clerks who work for insurance agents have more contact with customers. They take calls and answer questions. They take payments, give receipts, process changes, and submit applications for new policies to insurance carriers. They also obtain information about claims.

Some insurance clerks work mostly with claims. They obtain the necessary information, such as the details of an accident. Clerks often do this by telephone and enter the data into a computer. When information is missing, they may contact the insured or other involved persons. Once claims are complete, clerks transmit them to claims representatives. Claims clerks may also assist customers in other ways. For example, they may direct customers to auto repair shops.

Work Activities

The following list of occupational tasks is specific to this career.

Review applications and process new policies. Enter data into computer.
Contact policyholders or agents to get information or inform them of the status of policies.
Prepare and submit required forms and documents.
Calculate premiums, refunds, adjustments, and claims. Use rate standards or computer software.
Update existing policies. Process changes and reinstatements.
Compile reports for management.
Take calls from customers, answer questions, and give assistance.
Obtain information about claims from policyholders and enter it into a computer.
Transmit claims for payment or further investigation. Pay small claims.
Collect payment and submit receipts.

People in this career perform the following list of tasks, but the tasks are common to many occupations.

Get information needed to do the job.
Use computers.
Communicate with supervisors, peers, or subordinates.
Evaluate information against standards.
Organize, plan, and prioritize work.
Process information.
Establish and maintain relationships.
Make decisions and solve problems.
Update and use job-related knowledge.
Document and record information.
Perform administrative tasks.
Communicate with people from outside the organization.
Identify objects, actions, and events.
Work with the public.
Analyze data or information.

Working Conditions

In a typical work setting, people in this career:

Interpersonal Relationships

Have a high level of social contact. They often work closely with customers.
Communicate by phone, e-mail, letters, memos, and in person on a daily basis
May, on rare occasions, be placed in conflict situations where they must deal with unpleasant or angry customers.
May work as part of a team.

Physical Work Conditions

Nearly always work indoors.
May share office space with others.

Work Performance

Must be very exact in their work and be sure all details are done. Errors could cause customers to have less insurance than they need.
Repeat the same physical activities, such as entering data into a computer.
Make some decisions independently that affect customers making claims. They often seek counsel from supervisors, though.
Must meet weekly deadlines.

Hours/Travel

May work part time or full time as a policy processing clerk. Generally work full time as a claims clerk.
May work evenings and weekends, especially claims clerks.
Schedules are typically regular and established.