• understanding of the insurance industry, particularly the area they work in, such as fire, life, accident or marine insurance
• knowledge of insurance policies, including what each policy covers
• an understanding of relevant laws, such as the Privacy Act and the Human Rights Act
• knowledge of their company's insurance policies
• good communication and negotiating skills
• report writing skills
• skills in analysing and interpreting information, including legal documents
• organisational skills.

It is also useful if insurance claims officers understand the risks involved in different occupations.

• able to relate to a wide range of people
• tactful, patient and calm
• empathetic, diplomatic and fair
• logical and perceptive
• motivated and disciplined
• accurate, with an eye for detail
• able to work well under pressure.