Principal Client Services Specialist - Claims

About the role

Howden, a global insurance group, is recruiting a Principal Client Services Specialist (Claims) in Reigate. The role provides expert, client-focused support across complex Group Income Protection claims, associated absences and early-intervention pathways, acting as a trusted point of contact for clients, HR Business Partners, benefit teams, insurers and other stakeholders. It combines technical claims expertise with a strong understanding of absence management, rehabilitation and occupational health pathways.

Key responsibilities

• Provide technical guidance and manage a portfolio of active, pending, appealed and rehabilitation-related cases, including complex scenarios such as linked absences, late notifications, declined claims, settlements, payroll queries, proportionate benefit and return-to-work planning.
• Apply early-intervention principles, guide clients on support pathways and coordinate activity between insurers, occupational health providers and employers.
• Facilitate claims from initial notification to conclusion, issue and review claim and rehabilitation documentation, and liaise with insurers to submit and progress claims.
• Review claim acceptance decisions and payments, check benefit calculations, track review and escalation dates and resolve payment, payroll and benefit discrepancies.
• Explain declined claims, guide next steps, coordinate appeals and complaints, and escalate delays or service concerns.
• Build trusted relationships with clients, HR partners, insurers and occupational health providers, lead case reviews and represent Client Services positively.
• Maintain accurate case records and trackers, apply governance and controls, handle confidential information discreetly and support peer review and quality assurance.
• Identify causes of delay, recommend improvements, support process maps and SOPs, monitor insurer service delivery and educate HR and benefits stakeholders.

Required profile

• Highly organised, accessible and confident, with discretion, integrity and sound judgement.
• A consistent focus on good client and member outcomes.
• Strong technical knowledge of Group Income Protection claims and absence management (the text is cut off before listing full requirements).