Claims Support Expert

Lisa’s Journey to Becoming a Claims Expert

Lisa’s path to LifeSearch came through networking, where she met a recruiter who was hiring for the company. Despite not having a traditional financial background, Lisa completed LifeSearch’s induction and training, quickly proving herself as a highly skilled protection adviser.

Her career took a meaningful turn when her husband was diagnosed with cancer, giving her firsthand experience of the claims process. That moment reshaped Lisa’s career focus, inspiring her to move into claims full-time.

"When I went through the claims process myself, I realised that this was something I wanted to do."

A Role That Truly Matters

For Lisa, being a Claims Expert isn’t just a job, it’s a calling. She knows she can’t change the outcome for clients facing life’s hardest moments, but she can be there, offering support, guidance, and reassurance when they need it most.

"Without a doubt, I’ve got the best job at LifeSearch."

Much of Lisa’s work doesn’t require speaking, just listening. She understands that sometimes, customers simply need someone who understands what they’re going through and can navigate the process with them.

Lisa’s passion, expertise, and commitment make her an invaluable part of LifeSearch - proof that protection isn’t just about policies, it’s about people.

Connecting With Real-Life Experiences

Lisa’s commitment to understanding what clients go through extends beyond her role at LifeSearch. She volunteers weekly for Marie Curie, visiting a woman with a terminal illness to provide companionship and conversation.

While Lisa has personal experience navigating a cancer diagnosis with her husband, she recognises that staying connected to real-life experiences is crucial. Through her volunteering, she gains insights into the emotional and practical challenges faced by those dealing with terminal and critical illnesses.

"There are real people behind every policy, with real fears, hopes and concerns. Volunteering helps me stay connected to that, and gives me a realistic perspective."

Lisa also benefits from Marie Curie’s training programmes, recently completing a dementia course to deepen her understanding of how illness impacts individuals and families.

"I ask customers the tough questions and have honest conversations, so each individual gets the support and outcome that’s right for them."

Advocating for Better Claims Outcomes

Lisa’s dedication and advocacy for claims has made her well-known within the industry, actively attending events, networking and ensuring that the claims process is prioritised within financial protection. Some events she has attended recently include the Scottish Widows Claim Event and the WIP Conference and Awards.

"I’m passionate about being a voice for customers in the industry – whether that’s at events, in meetings or driving change behind the scenes.”

Supporting Clients Every Step of the Way

Lisa spends most of her day liaising between clients and insurers, to ensure claims progress smoothly.

Lisa handles two main types of claims: Client-Contacted Claims and Provider-Notified Claims, each requiring a tailored approach. With Client-Contacted Claims, clients reach out directly to LifeSearch for help - often during incredibly difficult times. This might be because they’re unsure how to begin a claim, overwhelmed by paperwork or struggling to understand what they’re entitled to. In these cases, Lisa offers compassionate, clear guidance, helping them navigate everything from death and terminal illness claims to critical illness and income protection. She ensures clients feel supported, setting realistic expectations, explaining the process in plain language, and liaising with insurers on their behalf to remove as much of the stress as possible.

With Provider-Notified Claims, insurers inform LifeSearch that a claim is underway, typically before the client has spoken to us directly. These are often more administrative, but still handled with care. Lisa and the team update internal systems to make sure the client isn't contacted for non-urgent matters like policy reviews or sales calls during their claims journey. While there’s usually less direct customer interaction in these instances, the work is still vital, as it ensures sensitivity, space and respect for customers when they need it most. In both types of claims, Lisa’s attention to detail and dedication to doing what’s right sets a gold standard in client care.

One of the key ways Lisa sets LifeSearch apart is through her outstanding approach to claims support, particularly when it comes to appeals. If a claim is initially declined by an insurer - a situation that can be incredibly stressful and disheartening for a customer - Lisa doesn't simply accept the decision at face value. Instead, she takes the time to thoroughly review the case, working closely with the customer to gather any additional medical evidence, documentation or context that may have been overlooked.

"I created this role and I’ve expanded it. We’ve progressed so much, we now help with appeals and everything else."

What Customers Say About Lisa

“I initially rang just to see if I could reduce my direct debit payments, but the conversation took an unexpected and incredibly positive turn. Thanks to Lisa's attentiveness and knowledge, she identified that I could make a claim under my critical illness policy, which was something I hadn't even considered, especially for the condition I was dealing with. To my complete surprise, I will now be receiving a £25,000 payout. It's genuinely been the best-case scenario from a situation that started off quite stressful. Lisa made the entire process smooth, clear, and incredibly supportive. I can't thank her enough. She turned what I thought was a routine call into something life changing. Thank you so much Lisa!”

 “We strongly believe that the help we received from yourself and your colleagues went along way into making this appeal go through. We cannot thank you enough for your help throughout the process and would certainly recommend you to anyone looking to take out similar policies.”

 “Thank you so much for your phone call. Royal London reviewed my claim and agreed an ex-gratia payment. I am so grateful as this will really help out my financial situation after not being able to work for several months. Thank you so much for all your help and support throughout the whole process. I am most sincerely grateful.”

 “Lisa, your role is absolutely imperative. I say this as because without you, I wouldn’t have had the strength to enter the battle that we did when trying to access our claim. Lisa was heart felt, warming, personable, efficient, respectful, and professional. There are just not enough words to describe how Lisa was during the process. If it wasn’t for Lisa, the process would have been much worse and I probably wouldn’t have had the courage to endure the phone calls and correspondence from the insurer.”