A claim seen from inside an insurer
A claim is the occurrence of a risk covered by a policy: fire, collision, water damage, theft, but also personal injury or a dispute. For the policyholder, it is often a stressful moment. For the insurer, it is the moment when the promise of the policy is put to the test. The claims department receives the notification, checks the cover, gathers the documents, calls in an expert if necessary, and then proposes compensation or explains a refusal.
This department is one of the biggest employers in the sector, in insurance companies, mutual insurers, brokerages and outsourced handling platforms. It therefore offers many places to interns and work-study trainees, including outside the big cities.
Different families of files, different jobs
A broken windscreen is not handled in the same way as a serious personal injury. Depending on the portfolio, we can distinguish:
- motor, with large volumes, joint accident reports and partner repairers;
- home insurance, where water damage, fires, thefts and natural disasters are handled;
- business property damage, which is more technical, with experts and higher amounts;
- liability and personal injury, which require legal knowledge;
- personal insurance, covering health, income protection and death, which follows other procedures.
Specify the type of risks before applying: a recruiter will appreciate that you have understood the difference and can explain your preference.
What an intern or apprentice really does
A beginner has no power to decide on compensation alone. They learn in stages, with a supervisor who validates their actions:
- recording the claim notification and checking that the basic information is complete;
- checking that the policy was in force and that the cover matches the risk;
- requesting missing documents: quotes, invoices, photos, accident report, police report;
- communicating with the policyholder, the repairer or the expert, staying factual;
- writing a summary note and following progress until the file is closed.
A second-year work-study trainee may be given more complete files, for small amounts, under supervision. Telephone contact takes up a large part of the time, so being clear and patient is central.
Skills and qualities employers look for
The job combines rigour and people skills. You need to like reading a contract and understanding its exclusions, but also to know how to explain simply why damage is covered or not. Employers look for:
- good written expression, for reports and letters without ambiguity;
- method, because a badly filed claim wastes everyone’s time;
- a habit of checking, without systematic suspicion: fraud detection is handled by dedicated teams;
- ease with office tools and with specialist software;
- empathy, because the policyholder has sometimes been through a difficult experience.
Which qualifications lead to these posts?
The BTS in the insurance field is the classic route in France, often as work-study. It can be followed by a vocational bachelor’s degree or a bachelor in insurance, and then by a master’s in insurance law, risk management or insurance management. Specialised courses, for example for compensation officers, are offered by bodies linked to the profession.
Students of law, management, economics or technical and paramedical subjects (for certain personal injury or motor claims) are also recruited. Professional certificates offered by the sector’s training bodies can then complete a career path. Always check the level, any fees and the recognition of the qualification with the institution.
The framework of an internship and an apprenticeship contract
An internship rests on an agreement between the student, the school and the host organisation. A gratification is compulsory beyond a length threshold, and its minimum amount depends on the regulations in force, sometimes topped up by a company agreement. An apprenticeship is an employment contract with a salary, calculated as a percentage of the minimum wage according to age and year of training, and training costs that are in principle covered by the relevant skills operator.
In both cases, the supervisor is the key person: they explain, validate and sign the reviews. Ask from the start who will supervise you and which types of files you will work on.
Applying: where, when and how
Insurance companies, mutual insurers and brokers publish their offers on their careers sites and on platforms specialising in insurance jobs. Apprentice training centres and sector schools also circulate offers and help you sign a contract. For a work-study place starting in September, begin applying at the start of the year, or even before.
In your letter, mention a situation you have lived or seen: a claim in your circle, a contract law course you enjoyed. Show that you understand what is at stake: handling things quickly, but correctly, and in line with the contract and the law. At the interview, you may be given a mini case: a policyholder reports water damage, what do you ask for?
An illustration: a water damage file
By way of illustration, with rounded and hypothetical figures: a policyholder reports a leak that damaged a wooden floor, with a repair quote of 2,000 euros. The intern checks that the policy covers this risk, looks at whether an excess of 150 euros applies, asks for photos, the plumber’s invoice and the repair quote, and then summarises the file. The handler then decides on compensation or on a possible claim against a third party. Above all, the intern learns not to promise an amount before it has been validated.
Pitfalls to avoid
- Telling the policyholder what compensation to expect before the manager has agreed.
- Writing notes that mix facts, statements and personal opinions.
- Forgetting the confidentiality of health or family information.
- Leaving a file pending without chasing it or recording the reason.
- Choosing a department only for its name, without knowing which risks it handles.
Frequently asked questions
Do I need a BTS to work in claims handling?
It is not compulsory, but it is the most common route into the job of handler. Bachelor’s degrees, master’s degrees and courses in law, management or economics are also accepted. Employers look above all at seriousness, written expression and understanding of contracts.
Can an intern decide to compensate a policyholder?
No, not alone. The amount and the acceptance of a claim are for authorised people, within limits set by the company. The intern prepares, checks, writes and proposes, then their supervisor reviews. It is the best way to learn without putting the policyholder at risk.
What is the difference between work-study and an internship in this sector?
Work-study is a paid employment contract, tied to a diploma and a training centre. An internship is shorter, governed by an agreement and depends on the institution’s programme. Work-study allows a clearer growth in responsibility over several months or years.
Is the work mostly done by phone?
A large part, yes, especially in motor and home insurance, where volumes are high. You also communicate by messaging, write summaries and follow files in a system. In more technical departments, exchanges with experts and lawyers take up more space.
What career prospects follow work-study in claims?
You can move on to senior handler, compensation officer, expert, underwriter, adviser or team leader. Some go into fraud prevention, recovery or legal work. No progression is automatic: it depends on results, continuing training and the posts available.
How can I stand out without insurance experience?
Show experiences where you handled requests, listened to people and followed procedures: a service job, volunteering, administration. Send a clear letter, free of mistakes, with a concrete example of what you have understood about the job. Learn about the basic types of cover before the interview.