Re: Claims advisor interview

Faye Sewell — Thu, 16 Apr 2009 20:07:26 GMT

How did you get on Clare?

Re: Claims advisor interview

clarolux — Tue, 03 Feb 2009 08:24:21 GMT

Hi Victoria

The interview is with RBS in Leeds, who cover Direct Line, Churchill and a few others. The 2 points I have are communication - a biggie and have mentioned points on communicating with customers (not clients as we call them in practice), decision making - which I think covers what you have said about declining claims etc and pre-existing conditions. Part of the jobs also involves developing training for colleagues, I guess those who have no veterinary experiece, so I put this one down. I guess in the current economic climate fraud is something that might become more frequent. I think I will swap my training point with fraud!

Thank you so much for all your help. That really has been useful.

Clare

Re: Claims advisor interview

Victoria Lee RVN VPAC D32/33 — Mon, 02 Feb 2009 17:54:06 GMT

Hi there I work in practice but deal with all the insurance claims. I work at a really big practice and process over 900 claims a month. I have various friends dotted over most of the ins companies, which one is it you have an interview with? I would say attempted insurance fraud would be one of the biggest challenges - something we are seeing more and more clients rying to commit. Insurance companies dont usually call it that, they normally opt for something more pc like 'a claim with unsatisfactory features' Thats true by the way thats Tesco's pc term I promise I'm not making it up! This would obviously be difficult to deal with as the clients are usually very emotional, frequently angry (usually due to financial reasons on top of their pet being unwell) the vets usually get put in a difficult position and it can be very tricky all round. A breakdown in communication is obviously something that does happen, frequently in big claims administartion places things are lost, faxes aren't received, histories go missing, information doesn't get relayed and things can be interpretted incorrectly by untrained members of staff i.e. someone declining a claim for a lung tumour when a cat had an exclusion for heart murmur. The history was complex but the claims handler instead of admitting he didnt understand it, had declined a claim for almost 4k, when the cat had been put to sleep. The owner understandably went wappy and I was non too pleased either! Needless to say it did get sorted but some poor swine had to deal with another persons *** up! Lastly dealing with clients who have had claims declined legitamately ie pre existing issues etc, clients do not appreciate that diarrhoea 12 mths ago could lead to diarr not being covered now when they had a naff 12 mth policy. This is obviously one of the most challenging things to deal with and Im sure the operatives get people shouting at them on a frequent basis. Hope this helps, let me know which company incase I know anyone there.

Good luck for your interview!