In the high-pressure, fast-paced world of insurance, some roles carry more emotional and operational weight than others — and none more so than that of a claims handler. They’re not just the ones “processing paperwork.” They are the first responders of our industry — the calm voice when crisis hits, the ones who deliver on the insurer’s promise when it matters most.
Often unseen, often underappreciated — but absolutely indispensable, However I am biased as I lead a claims team in my own right and work with exceptional claims professionals.
The Weight We Carry as a claims professional
At its heart, claims handling is deeply human work. Every file holds a story. A family trying to rebuild after a fire. A business owner recovering from theft. A parent coping with hospital bills. Claims handlers step in when clients are at their most vulnerable — guiding them, supporting them, and restoring their peace of mind.
It’s more than interpreting policy wording. It’s about rebuilding lives.
Why the Job Is So Demanding
- Emotional Labour, Every Day
We speak to people in distress, anger, or grief — and we must hold space for those emotions with empathy and grace. Some days, it’s heartbreaking. Other days, it’s hostile. But claims show up, again and again.
- Volume and Velocity
When disaster strikes, the claims queue grows fast — and the pressure grows faster. Each case comes with documentation, deadlines, and often, scrutiny. Accuracy and efficiency must coexist with care.
- No Case Is “Standard”
Whether it’s uncovering fraud, navigating complex policy terms, or dealing with external parties, claims handlers must think critically and act decisively — knowing one mistake can have major consequences.
- Metrics That Matter (and Multiply)
Customer satisfaction. Turnaround times. Regulatory compliance. Claims handlers are measured across multiple metrics — and are expected to perform under pressure, often with limited resources.
Why the Role Is So Vital
- Claims is the Moment of Truth
This is when the policy promise is tested. When we get it right, we build trust and loyalty that lasts. When we don’t, reputational risk follows — fast.
- We Safeguard the Business
We’re not just paying claims — we’re protecting the insurer’s financial sustainability. We uphold the integrity of the process, ensuring only valid claims are paid.
- We Shape Customer Perception
One well-handled claim can turn a sceptic into an advocate. One poorly managed one can undo years of brand-building. We’re customer experience in real time.
- We Drive the Industry Forward
From spotting trends to identifying gaps in cover, our insights influence product development, underwriting strategies, and service improvements. We are the industry’s feedback loop.
The Real MVPs
Let’s take a moment to honour our claims professionals — the unsung heroes of insurance.
They balance empathy with efficiency. Technical expertise with emotional intelligence. And they do it all under immense pressure.
So, the next time you hear “claims handler,” think beyond the desk. Think advocate, investigator, negotiator, and caretaker. Because when life turns upside down, it’s the claims handler who helps turn it right side up.
To all the claims professionals out there — I see you, I appreciate you, and we as the Industry thanks you. Please also join us for our claims day on 26 June 2026 at Higher ground!
Charlene Houston | IIG Head of Marketing and Claims Manager – Nedbank Insurance
