Who are we?
Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
Role Purpose
The ‘Principal Client Services Specialist – Claims’ provides expert, client-focused support across complex Group Income Protection claims, associated absences and early-intervention pathways. The role acts as a trusted point of contact for clients, HR Business Partners, benefit teams, insurers and other relevant stakeholders.
The Specialist combines technical claims expertise with a strong understanding of effective absence management, rehabilitation and occupational health pathways. The Specialist takes ownership of progressing cases, coordinating the parties involved and providing clear guidance and recommendations, ensuring activity is managed proactively, accurately and sensitively.
This role requires a highly organised, accessible and confident individual who demonstrates discretion, integrity and sound judgement, while maintaining a consistent focus on good client and member outcomes.
Key Responsibilities
1. Technical Claims Guidance & Case Management
Act as a key point of contact for technical guidance and recommendations relating to Group Income Protection claims and associated absences.
Provide informed, practical guidance to clients, HR Business Partners and benefit teams throughout the claims journey.
Manage a varied portfolio of active, pending, appealed and rehabilitation-related cases.
Provide guidance on complex scenarios, including linked absences and claims, late notifications, declined claims, settlements, payroll queries, proportionate benefit, direct payment arrangements, return-to-work planning and end-of-claim scenarios.
Identify emerging issues, dependencies or delays and take appropriate action to progress cases or escalate concerns.
Recognise where decisions or advice must remain with the insurer, employer, occupational health provider or another specialist party.
2. Absence Management & Early Intervention
Apply a strong understanding of effective absence management and early-intervention principles when reviewing cases.
Help client contacts identify appropriate support pathways for employees experiencing an absence.
Provide guidance on whether rehabilitation, occupational health, insurer intervention or another form of assistance may be appropriate.
Encourage early notification and engagement to support timely intervention and sustainable return-to-work outcomes.
Coordinate activity between insurers, occupational health providers, employer stakeholders and internal colleagues.
Support stakeholders in managing expectations sensitively and realistically, particularly where claim outcomes remain uncertain.
3. Claims Submission & Progression
Facilitate the claims process from initial notification through to the conclusion of the claim.
Issue the appropriate claim, rehabilitation or supporting documentation and review completed forms for missing, inconsistent or incomplete information.
Work with HR teams, employees and other stakeholders, as appropriate, to obtain information required to progress the case.
Liaise with insurers to submit and progress claims, obtain updates and resolve outstanding requirements.
Proactively chase insurers and other parties where information, decisions or actions are overdue.
Coordinate claims calls and case reviews, ensuring interested parties receive clear, accurate and timely updates.
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