Claims Handler Apprentice Review

My role within the apprenticeship is a motor claims handler, more specifically within the damage fulfilment department. Within this role we take both inbound and outbound calls from policy holders in which we discuss their claims, liaise with other insurers and third parties and look to progress the settlement of the claims. Alongside this we also study the CII apprenticeship to work towards our level 2 qualification.

Throughout my role I have strongly improved on my communication skills and my ability to work independently with handling more complicated aspects of the job role. I have been taken through the company's "Connect" training course which teaches employees how to handle and speak with various customers in various situations. Additionally I have learnt to use various software's which are often used within the insurance industry such as Microsoft excel and Claimcenter. All of these skills are transferrable to other roles within the industry which can be very beneficial.

The work culture at Direct Line is very innovative and relaxed, I have enjoyed the programme throughout especially given the social aspects and support network shown within the programme. At points where I may have found the apprenticeship more difficult I have always been able to find help and support to enable me to get through these stages/challenges.

When starting the roll I was included in various meetings and discussions to explain the programme and the stages of the programme. Each team within the apprenticeship were assigned a trainer from the group Babington who would frequently contact us and take us through each stage of the programme as it progressed. In terms of structure it had a reasonable amount of planning and timescales set but my only criticism would be towards the end date of the apprenticeship it wasn't as clear as what action needed to be taken to complete the course.

Throughout the apprenticeship programme we are provided the revision guides needed for the assessment and are allowed 3.5 hours a week to revise and work on our coursework - this time is entered into our weekly timetables as to not clash with the work within our usual roles. In addition we are also encourages to discuss the programme with our team leaders if we run into any issues or have any queries. Overall Direct Line were quite supportive throughout the programme.

Throughout the programme we received an adequate amount of support from our training providers Babington, we arranged monthly discussions about the progression of the programme and were able to email our trainer at any point to discuss any issues or queries. Admittedly we did receive less on sight visits from the trainers than expected (this would be to review the progress of our coursework) but in the end we still all managed to get enough support to pass the apprenticeship.

Given the fact this was my first experience within the Insurance industry and using telecommunications, learning and training within the apprenticeship programme significantly helped with the development of the knowledge and skills required within my role. Now that I have completed the apprenticeship I feel the industry knowledge I have learnt to achieve the qualification has made me more confident and competent with my role.

Direct Line do offer a range of extra curricular activities, this includes internal activities such as our Culture club who organise internal events and opportunities for the employees. Additionally Direct Line also work with charity organisations and local communities which offers employees the chance to work in and out of the office to organise and participate in events/fundraisers.

Yes

I would recommended the apprenticeship programme to a friend who is looking for an apprenticeship within the insurance/finance industry. Through experience I have learnt a lot about the industry, developed core skills such as those in communication and customer service and in addition have gained a recognisable qualification while earning a good apprentice salary.

Be confident in your communication skills and show the desire to work within an innovative and at times challenging role. You learn a lot about the role within the role itself so don't be too worried if you do not know the industry inside and out at the start - Be more focused on demonstrating the ability to learn the role and Insurance industry as you work alongside Direct Line.