Claims Administrator

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

To provide efficient administrative support to the Group Protection Claims team, enabling the smooth processing of Group Income Protection (GIP) and Group Critical Illness (GCI) claims, and Early Intervention Support (EIS) cases. The role involves managing communications, supporting nurse-led interventions, and maintaining accurate records to deliver excellent customer service and claims handling efficiency.

What You'll Do

Mailbox Management

• Monitor shared mailboxes, promptly respond to queries, and accurately log all correspondence.
• Ensure new claims are logged and acknowledged immediately on receipt.
• Escalate complex queries to the appropriate team member or department.

Claims Administration & Early intervention support (EIS)

• Set up new group income protection and group critical illness claims accurately and within agreed service level agreements.
• Support the nurse team by co-ordinating referrals to our third-party partners.
• Request and proactively chase medical information from healthcare providers, employers, and claimants as required.
• Set up and triage new early intervention referrals, ensuring timely allocation to the appropriate nurse or case manager.
• Save and send EIS reports to relevant stakeholders, maintaining confidentiality and data accuracy.

Data Subject Access Requests (DSAR)

• Process data subject access requests in line with UK Data Protection legislation and company policy, ensuring deadlines are met and records are maintained.

Complaints handling

• Log complaints, ensuring accurate categorisation and escalation where necessary.
• Handle simple service-related complaints (e.g. delays), providing timely and empathetic responses to customers.

General Administration

• Maintain accurate and up-to-date records on all systems.
• Support the wider team with adhoc administrative tasks as required.

Who You Are

• Previous experience in an administrative or customer service role, ideally within insurance or healthcare
• Strong organisational skills and attention to detail
• Excellent written and verbal communication skills
• Ability to manage multiple tasks and prioritise effectively
• Proficient in Microsoft Office and comfortable learning new systems
• Understanding of data protection and confidentiality requirements

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we're making in DEI, and we continue for it to be a significant focus.

"At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all." Nick Harding, Chief People Officer, Canada Life UK

We appreciate that everyone has different work and life responsibilities. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.