Insurance claims officers work for insurance companies, many of which have centralised their claims departments, allowing claims officers to deal with nationwide claims from call centres. Most of these call centres are based in Auckland and Wellington.

Information technology means insurance claims officers can process claims faster and more efficiently. For example, in the last few years claims involving damage to property have been able to be assessed via digital photographs, mobile phones and the Internet, which speeds up the process.

The Government is looking at implementing changes to the existing insurance legislation in 2009. These amendments will place the onus on the insurance companies to seek greater detail from the prospective policy holder and could lead to more claims being accepted as fewer would be rejected for non-disclosure.