Insurance Policy and Claims Clerks

Career summary

Insurance clerks update and reinstate existing policies. They process insurance changes, and calculate new premiums or adjustments. They may compile reports for managers.

Some insurance clerks work mostly with claims. They obtain the necessary information, such as the details of an accident. When information is missing, they may contact the insured or other involved persons. Once claims are complete, clerks transmit them to claims representatives. They may handle the entire claims process if the incident is minor.

Claims clerks may also assist customers in other ways. For example, they may direct customers to auto repair shops.

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.

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 refunds, and submit applications for new policies to insurance carriers. They also obtain information about claims.

Related careers

This career is part of the Finance cluster of careers.

Related careers include:

• Bank Tellers
• Bill and Account Collectors
• Billing Clerks
• Credit Checkers and Authorizers
• General Office Clerks
• Health Information Technicians
• Insurance Adjusters and Examiners
• License Clerks
• Medical Coders and Billers
• New Accounts Clerks
• Order Clerks
• Payroll and Timekeeping Clerks
• Receptionists
• Secretaries

Job duties

Task list

The following list of tasks is specific to insurance policy and claims clerks.

• 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.

Common work activities

Insurance policy and claims clerks perform the following tasks. These tasks are common to many careers.

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

Work requirements

Working conditions

In a typical work setting, insurance policy and claims clerks:

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.

Physical demands

Insurance policy and claims clerks frequently:

• Sit for long periods of time.
• Repeat the same movements.

It is important for insurance policy and claims clerks to be able to:

• Understand the speech of another person.
• Speak clearly so listeners can understand.
• See details of objects that are less than a few feet away.

It is not as important, but still necessary, for insurance policy and claims clerks to be able to:

• See details of objects that are more than a few feet away.
• Use fingers to grasp, move, or assemble very small objects.

Skills and abilities

Insurance policy and claims clerks need to:

Communicate

• Understand written information.
• Speak clearly so listeners can understand.
• Understand spoken information.
• Listen to others and ask questions.
• Read and understand work-related materials.
• Write clearly so other people can understand.

Reason and problem solve

• Follow guidelines to arrange objects or actions in a certain order.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Use reasoning to discover answers to problems.
• Notice when something is wrong or is likely to go wrong.
• Combine several pieces of information and draw conclusions.

Work with people

• Look for ways to help people.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Insurance
• Office Support

Other programs of study to consider

• Auto Body Repair
• Building Construction Technology
• Management Information Systems
• Medical Billing and Coding
• Office Management

Training

To work as an insurance policy and claims clerk, you typically need to:

• have a high school diploma or equivalent; and
• complete moderate-term, on-the-job training.

Education after high school

While not required, training in computers, records management, and office practices can be very useful. Community and junior colleges, vocational schools, and private business schools all offer training. You need word processing skills and office practice knowledge to get hired.

On-the-job training

Most policy and claims clerks learn many of their skills on the job. Training generally lasts up to a year.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Applications
• Office Procedures

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Employers require insurance policy and claims clerks to have at least a high school diploma or equivalent. Employers prefer applicants who have good communication skills and can work well with customers. They also prefer applicants who have typing and computer skills. Previous office or customer service experience is also helpful.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Insurance Claims Clerks 
• Insurance Policy Processing Clerks 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

Wages vary by employer and by region of the country.

Benefits also vary by employer. Full-time clerks usually receive benefits. Common benefits include sick leave, vacation, and health insurance. Part-time clerks may not receive benefits.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Major employers:

• Insurance companies
• Insurance agencies
• Business management companies
• Hospitals
• Doctors' offices

National outlook

Demand will be as strong as average for this occupation. It will follow growth in the insurance industry. Automation saves time and so fewer clerks are needed. But claims clerks spend time analyzing claims and contacting customers. These tasks are harder to automate, so these workers will continue to be in demand.

Job openings will occur as people leave the occupation for other jobs.

Other resources

Insurance Information Institute 
110 William Street
New York, NY 10038
212.346.5500

The Council of Insurance Agents and Brokers 
701 Pennsylvania Avenue NW, Suite 750
Washington, DC 20004
202.783.4400

References

Career cluster

• Finance

Career path

• Conventional (Business Operations)

O*Net  occupations

• Insurance Claims Clerks (43-9041.01) 
• Insurance Policy Processing Clerks (43-9041.02) 

O*Net job zones 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

• Job Zone 3 - Medium preparation needed. Previous work-related skill, knowledge, or experience is required for these occupations.

DOT occupations

• Cancellation Clerk (203.382-014) 
• Claims Clerk I (241.362-010) 
• Claims Clerk II (205.367-018) 
• Insurance Checker (219.482-014) 
• Policy-change Clerk (219.362-042) 
• Reviewer (209.687-018) 
• Revival Clerk (219.362-050) 
• Special-certificate Dictator (209.382-014) 

Holland occupational cluster

• Conventional/Enterprising/Social

COPSystem

• Clerical