Insurance Claims and Policy Processing Clerks

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Also known as:
Insurance Claims Clerk, Insurance Clerk, Insurance Examining Clerk, Insurance Policy Issue Clerk, Underwriting Assistant, Underwriting Clerk

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Video transcript

Insurance is a safety net most people rely on. Helping to make sure that safety net is in proper order is the responsibility of insurance claims and policy processing clerks. They organize the information and documents needed to keep policies properly updated. They also work to resolve claims.

Policy processing clerks deal with new insurance policies by checking that applications are filled out completely before sending them on for review. They may need to call agents or applicants for missing information. When policies are approved, these clerks prepare the documents and calculate the premiums using specialized software programs.

They also update existing policies. When beneficiaries or coverage changes, they make sure the appropriate agents, carriers, and policy holders are notified. Claims clerks need to be equally detail-oriented, collecting the information about a claim, compiling a computerized report, and sending it on to a claims representative to determine settlement.

These clerks work a standard 40-hour week in comfortable offices, but the duties can be repetitive and sedentary. They need to pay close attention because errors could jeopardize a customer's coverage just when it's most needed.

A high school diploma, along with strong typing and computer skills, can get you started as an insurance clerk. Previous customer service experience is very attractive to a potential employer. You can insure your future by adding some college courses to your on-the-job experience. That can give you a boost towards promotion to a supervisory or claims representative position.


Process new insurance policies, modifications to existing policies, and claims forms. Obtain information from policyholders to verify the accuracy and completeness of information on claims forms, applications and related documents, and company records. Update existing policies and company records to reflect changes requested by policyholders and insurance company representatives.

Daily tasks

Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.

Review insurance policy to determine coverage.

Notify insurance agent and accounting department of policy cancellation.

Prepare insurance claim forms or related documents and review them for completeness.

Process and record new insurance policies and claims.

Transmit claims for payment or further investigation.

Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data.

Examine letters from policyholders or agents, original insurance applications, and other company documents to determine if changes are needed and effects of changes.

Contact insured or other involved persons to obtain missing information.

Calculate amount of claim.

Correspond with insured or agent to obtain information or inform them of account status or changes.

Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Processing Information Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Evaluating Information to Determine Compliance with Standards Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Documenting/Recording Information Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Communicating with Persons Outside Organization Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Mathematics Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Production and Processing Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Communications and Media Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Speaking Talking to others to convey information effectively.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Writing Communicating effectively in writing as appropriate for the needs of the audience.
Service Orientation Actively looking for ways to help people.
Time Management Managing one's own time and the time of others.
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.