Claims Assessor (Customer Service)

Aviva; Sheffield; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Bonus opportunity

Generous pension

25 days holiday plus bank holidays

Discount on Aviva products

Matching Share Plan

Save As You Earn

Parental and carer’s leave

Cycle to work

Paid volunteering days

Wellbeing support

Job summary

Aviva in the United Kingdom is seeking a Claims Assessor (Customer Service) for Private Medical Insurance.

You will handle inbound calls guiding customers through their health claims journey, including overnight care, tests, scans and aftercare, with a focus on empathy and clear communication.

Qualifications

• Excellent communication and previous customer service experience.
• Empathetic approach to customers during a difficult claims journey.
• Able to ask the right questions to process claims efficiently.
• Meticulous and detail-oriented when checking facts and making decisions.

Responsibilities

• Answer inbound calls to support and guide customers through their health claims journey.
• Assist with overnight care, outpatient treatment, diagnostic tests, scans and aftercare.
• Provide clear information and help customers access private medical treatment when needed.

Skills

Communication skills

Empathy

Fact finding

Attention to detail

Insurance knowledge

Job description

Claims Assessor (Customer Service) – Private Medical Insurance

Start Date 2nd November 2026

Starting salary between £26,700 - £33,886 (depending on hours, location, skills and experience)

Our standard full-time contracts are for 35 hours per week (with options for part time working, after the initial 18 week full time training period).

However, we want you to have the flexibility to increase your working hours if it suits you, so we also offer a 40-hour contract which has an enhanced salary of up to £30,744 (after the initial 18 week training period)

Flexible shift pattern between Monday – Friday: 08:00 – 18:30, and 1 Saturday shift every 6 weeks: 09:00 – 13:00

Are you passionate about delivering brilliant service and ensuring customers get the help they need when they need it most? We are looking for people who truly care and are driven to give it their all every single day. People like you!

We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

A bit about the job

You will be answering inbound calls to support and guide customers through their health claims journey. Whether it’s overnight care, outpatient treatment, diagnostic tests, scans, or aftercare, you will help & support our customers to get the specialist private treatment they need, when they need it.

Skills and experience we’re looking for

• Excellent communication skills and previous experience in a customer service-related role
• The ability to be empathetic towards our customers, supporting them through a difficult period whilst making their claim journey easy for them and building their loyalty
• A good fact finder – you will ask the right questions at the right time to get the customer’s claim processed in the most efficient way
• Meticulous and detail orientated – checking facts and asking questions will enable you to weigh up information and make accurate decisions about the claim
• Knowledge of insurance products / financial services would be great, but not essential

What you’ll get for this role

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.And one of the ways we live up to that promise is by investing in you.We have so much to offer when it comes to being an Aviva colleague.

• Starting salary between £25,100 – £28,500(depending on hours, location, skills and experience) Our standard full-time contracts are for 35 hours per week (with options for part time working); we also offer a 40-hour contract which has an enhanced salary of up to £31,200.
• Bonus opportunity - 6% of annual salary Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Take a look to learn more.Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look here