Description and Requirements




The Team You Will Join



On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time.




The Opportunity



Our Group Income Protection claims assessors work on a wide array of claims. We will give you progression and development opportunities from day one. We will provide you with a highly desirable benefits package and compensation bundle, including a market leading annual bonus. Strength through diversity and inclusion means you'll get great satisfaction from our culture; we are equality focused and have a supportive structure. All we ask is that you are a suitably experienced Group Income Protection Claims Handler, Claims Assessor or Claims Specialist (sometimes known as Claims Management Specialist). In return of a great salary, bonus and working culture we would like you to contribute to the proactive management of claims administered by MetLife. Providing reassurance to customers through service excellence and accuracy of work, whilst developing and maintaining strong relationships with internal and external customers.




Key Responsibilities

• As a Claims Assessor you will be responsible for the timely and accurate assessment, decision making, settlement and communication of Group Income Protection Claims from beginning to end.


• You will act independently within agreed authority and service levels. Decision making authority is an essential requirement.


• You will provide exceptional levels of customers service to policyholders, clients and intermediaries in a professional and friendly manner.


• You will manage the claims relationship for all customers within an agreed portfolio.


• You will ensure all aspects of the claims function, including complaints are dealt with in accordance with all compliance, CBI, FCA, TCF and legal requirements.


• Identify and investigate potential fraudulent claims.


• Identify process issues and propose solutions for improvement within agreed business framework.


• Liaising with the Chief Medical Officer, underwriters and external service providers to ensure all appropriate information is obtained to assist in the assessment and ongoing management of claims.


• Maintaining a good working relationship with Reinsurers in order to maximise recovery from reinsurance contracts.


• Participation on claims project and change work as and when required.


• Provides claim sign off for colleagues.


• Manage claim appeals within agreed process and authority level.


• Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organizing information, and improving day-to-day efficiency.

Required Qualifications

• Experience and exposure in handling Group Income Protection claims (experience can be solely from a Direct Insurer or from a combination of Direct Insurer and Reinsurer).


• You will be able to demonstrate technical ability with claims assessment and decision making.


• Knowledge of Medical or Scheme Underwriting would be beneficial.


• Claims decision making authority is an essential requirement.


• Working knowledge of AI capabilities with the ability to evaluate and validate outputs with guidance.

Preferred Qualifications

• Confidence in communicating the claim decision via the telephone and in writing.


• Knowledge of Medical or Scheme Underwriting would be beneficial.


• Articulation and eye for detail; to be capable (with existing experience or after training) of quality checking and giving feedback on the work of others.


• A fondness for learning; you should have a willingness to study towards professional qualifications which MetLife will sponsor.

Benefits We Offer



MetLife UK offers a range of benefits to deliver value to our employees and their families, supporting their health, wellbeing and financial security. Our flexible benefits offering provides freedom, choice, and flexibility in the way that you receive your benefits to better suit your lifestyle, meet some of your practical needs, and provide advantages in terms of tax and National Insurance savings. Our core benefits include 9% employer pension contributions with up to 4% matching available, comprehensive private medical insurance, income protection insurance, and life insurance. We offer a host of additional benefits that you can choose to buy including critical illness/dental/travel/gadget insurance, annual leave buy/sell, partner life insurance and more. All employees receive a £20 benefits allowance per month to spend on any additional benefits they select.




About MetLife



Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.



As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.



Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!