Personal Claims Advisor

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Personal Claims Advisor

Salary: £19,000
Location: Bournemouth

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Personal Claims Advisor Description


Are you looking for a highly rewarding role where you can make a genuine difference to our customers? If you are then you’ve come to the right place!

Here at Health-on-Line we’re looking for empathetic and confident Personal Claims Advisors to join our team.

What will I be doing?

  • Receiving incoming calls from customers and treatment providers
  • Responding to customers using our online portal, Customer Online
  • Interacting with members through online Chat
  • Making decisions on the eligibility of our customer’s claims and advising them accordingly
  • Promote health services to members as an extension of their policy
  • Dealing with pre-authorisation enquiries for new claims and continuation claims
  • Discussing claims payments and invoices
  • Responsible for delivering an outstanding customer journey
  • Being empathic and showing an understanding to customers at all times as the claims environment can be an incredibly sensitive
  • Aim to provide early resolution to complaints or objections
  • Complete regulatory and optional online training

We have a great and supportive management structure; our passionate Claims Manager, Donna, heads up the team with support from her five exceptionally hard-working Team Managers. Within the team we have four Senior Personal Claims Advisors along with three Quality Coaches.

Essential criteria:

  • Recent customer service experience either telephone or face to face
  • Ability to demonstrate empathy
  • Resilience
  • Proven experience in objection handling
  • Flexible in your approach
  • Team player
  • Computer literate – experience using Outlook, Word, Excel and PowerPoint with the ability of navigating the internet

Desirable criteria:

  • Previous experience working an in office environment
  • Ability to multitask - typing notes while listening to calls

How can we help you give the best customer service possible?

We support all our new starters through our initial 2 week training programme with our enthusiastic training team. It’s delivered within a fun and interactive classroom environment where you’ll meet your colleagues, not just from the claims team but across the whole business, whether it be sales, HR or IT.

Once you’ve completed this training you’ll move to your team and become part of the Claims Academy – here you’ll spend 6 weeks with Laura, one of our seniors in the training department. During this time Laura will take you through an interactive training journey, helping you build your knowledge and have fun at the same time. Don’t be surprised if an odd game or two is added! From here, our other Senior Personal Claims Advisors will support as you move into your team.

What benefits will you receive?

We like to look after our staff! For this position you’ll be paid £19,000 per year. You’ll get 20 days’ holiday increasing per length of service plus bank holidays. You’ll also get an extra day off for your birthday, if you move into a house you have purchased and if you get married. We offer a pension scheme, an employee assistance programme and an opportunity to purchase AXA shares at a discounted rate. We have a generous refer-a-friend scheme where you can earn up to £1,000, and a team budget throughout the year for entertainment, spot prizes and incentives on top of the summer and Christmas parties. Once you’ve passed probation you’ll be entitled to private medical insurance, cycle to work scheme plus many more.

The health and wellbeing of our employees is important to us, recently we have introduced yoga classes and mental health awareness training, and more are on the way!

Operating environment and context of the job

You will be working in an open plan contact centre environment. Our claims team work Monday to Friday, with shifts of 8am-4pm, 9am-5pm and 10am-6pm. Lunches are taken as teams, so if you want to lunch with a friend at the beach or in town you can!

Health-on-Line has always strived to create a culture of responsibility and encourage the principle that we all work as one team. You will be expected to go the extra mile and embrace this culture. 

Who are Health-on-Line?

Health-on-Line began in 2000 with just 8 people. Fast forward to 2018 and we have a diverse workforce of over 500 people across two sites – Bournemouth and Bristol! Our culture is what makes us unique and we’re really proud of the family feel we have in the office. Across the whole business we recruit people not only because they have a remarkable skillset, but because they share our core company values: integrity, passion, customer focus, team spirit and innovation. In addition, we are owned by AXA PPP and have been working alongside them since 2005.

What next?

Click apply now’ or if you would like to know more about the position, please contact us at or call 01202 544270

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