Principal Client Services Specialist – Claims

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

The ‘Principal Client Services Specialist – Claims’ provides expert, client-focused support across complex Group Income Protection claims, associated absences and early-intervention pathways. The role acts as a trusted point of contact for clients, HR Business Partners, benefit teams, insurers and other relevant stakeholders.

Key Responsibilities

1. Technical Claims Guidance & Case Management

• Act as a key point of contact for technical guidance and recommendations relating to Group Income Protection claims and associated absences.
• Provide informed, practical guidance to clients, HR Business Partners and benefit teams throughout the claims journey.
• Manage a varied portfolio of active, pending, appealed and rehabilitation-related cases.
• Provide guidance on complex scenarios, including linked absences and claims, late notifications, declined claims, settlements, payroll queries, proportionate benefit, direct payment arrangements, return-to-work planning and end-of-claim scenarios.
• Identify emerging issues, dependencies or delays and take appropriate action to progress cases or escalate concerns.
• Recognise where decisions or advice must remain with the insurer, employer, occupational health provider or another specialist party.

1. Absence Management & Early Intervention

• Apply a strong understanding of effective absence management and early-intervention principles when reviewing cases.
• Help client contacts identify appropriate support pathways for employees experiencing an absence.
• Provide guidance on whether rehabilitation, occupational health, insurer intervention or another form of assistance may be appropriate.
• Encourage early notification and engagement to support timely intervention and sustainable return-to-work outcomes.
• Coordinate activity between insurers, occupational health providers, employer stakeholders and internal colleagues.
• Support stakeholders in managing expectations sensitively and realistically, particularly where claim outcomes remain uncertain.

1. Claims Submission & Progression

• Facilitate the claims process from initial notification through to the conclusion of the claim.
• Issue the appropriate claim, rehabilitation or supporting documentation and review completed forms for missing, inconsistent or incomplete information.
• Work with HR teams, employees and other stakeholders, as appropriate, to obtain information required to progress the case.
• Liaise with insurers to submit and progress claims, obtain updates and resolve outstanding requirements.
• Proactively chase insurers and other parties where information, decisions or actions are overdue.
• Coordinate claims calls and case reviews, ensuring interested parties receive clear, accurate and timely updates.

1. Claim Decisions, Payments & Reviews

• Review claim acceptance decisions and associated payment information.
• Check benefit and payment calculations for accuracy, including proportionate benefit calculations where applicable.
• Confirm relevant outcomes, benefit changes and review requirements to the appropriate HR and benefits stakeholders.
• Track insurer review dates, escalation dates and potential claim termination dates.
• Investigate and help resolve payment, payroll and benefit discrepancies.
• Maintain appropriate oversight of claims in payment through to conclusion, ensuring material changes are communicated and documented.

1. Declined Claims, Appeals & Complaints

• Explain declined claim decisions clearly and sensitively to relevant client stakeholders.
• Provide guidance on available next steps and the further medical or supporting evidence that may be relevant when considering a challenge.
• Coordinate and submit appeals or complaints to insurers where required, ensuring submissions are complete, clearly presented and supported by available evidence.
• Track potential and submitted appeals, proactively following up with insurers and keeping relevant stakeholders informed.
• Escalate material delays, service concerns or potential poor outcomes through the appropriate internal and insurer channels.

1. Stakeholder Credibility & Relationship Management

• Build trusted and credible relationships with clients, HR Business Partners, benefits teams, insurers, occupational health providers and internal colleagues.
• Operate as an accessible and responsive point of contact for technical and case-specific queries.
• Communicate confidently and assertively when challenging delays, resolving ambiguity or securing actions from stakeholders.
• Adapt communication to differing levels of knowledge and experience of Group Income Protection.
• Lead or contribute to case-review meetings and client discussions covering scheme performance, claims trends, recurring challenges and improvement opportunities.
• Represent Client Services positively and ensure every interaction reinforces confidence in the quality of the wider service.

1. Governance, Controls & Record Keeping

• Maintain complete, accurate and up-to-date case records and claims trackers.
• Record the status of claims in assessment, claims in payment and other supported absences, including review dates, actions, escalation points and anticipated termination dates.
• Ensure roles and responsibilities are clearly understood and documented across the parties involved.
• Apply agreed processes and controls consistently, while using judgement where individual circumstances require a tailored approach.
• Handle personal, medical, employment and financial information with a high degree of discretion and in accordance with applicable confidentiality and data-protection requirements.
• Support peer review, quality assurance and case audit activity, identifying gaps in processes, controls or ownership.
• Provide clear management information on case volumes, status, service issues, risks and emerging themes.

1. Service Delivery & Continuous Improvement

• Deliver a responsive, client-centred service, prioritising activity according to urgency, impact and required outcome.
• Manage competing priorities while maintaining accuracy, follow-through and clear communication.
• Identify recurring causes of delay, duplication or stakeholder confusion and recommend practical improvements.
• Support the development and maintenance of process maps, standard operating procedures, guidance and communication materials.
• Monitor insurer service delivery and raise concerns where expected standards are not being achieved.
• Support educational activity for HR, benefits and other client stakeholders and contribute to discussions on claims trends, absence themes and earlier intervention.
• Ensure the delivery model remains proportionate, efficient and aligned with good client and member outcomes.

Skills, Experience & Behaviours

• Strong technical knowledge of Group Income Protection claims and the end-to-end claims process.
• Demonstrable experience of managing complex claims or absence-related cases within an insurer, intermediary, consultancy, employer or related environment.
• Sound understanding of effective absence management, rehabilitation, occupational health and early-intervention pathways.
• Experience of interpreting policy terms, claim requirements and insurer decisions, including reviewing benefit calculations and payments.
• Confidence in managing declined claims, appeals, complaints and complex stakeholder conversations.
• Excellent organisation and case-management skills, with the ability to manage multiple deadlines, review dates and outstanding actions.
• Strong written and verbal communication skills, with the ability to explain technical matters clearly and practically.
• Highly trustworthy, discreet and professional, with a strong understanding of confidentiality and sensitive information handling.
• Assertive and confident, able to challenge constructively and influence through technical credibility.
• Client focused, collaborative and committed to continuous improvement.
• Experience within the group risk, employee benefits or workplace health market is desirable.
• Knowledge of Group Life Assurance and Group Critical Illness claims is desirable.
• Relevant industry or professional qualifications, or a willingness to work towards them, is desirable.

What do we offer in return? A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new
• We support each other in the small everyday moments and the bigger challenges
• We are determined to make a positive difference at work and beyond