Customer service representative, insurance

What does a customer service representative in insurance do? – Tasks and work environment

An insurance customer service representative primarily provides advice, guidance, and service to customers with questions about insurance products, claims, or changes to their agreements. Tasks include handling incoming calls and emails, registering cases, following up on customer issues, and ensuring customers receive accurate and current information about their insurances. The work often takes place in open-plan offices or remotely, where the pace can be fast and workload varies depending on season and demand. Collaboration with colleagues in sales and claims handling is common, and high demands are placed on accuracy, service orientation, and communication skills.

Salary development over time

The salary for an insurance customer service representative has steadily increased in recent years. In 2022, the average salary was 47,400 SEK per month, followed by an increase to 49 500 SEK in 2023. In 2024, the average salary has reached 51 300 SEK, representing an increase of over 8% over the three-year period. This salary growth can be partly explained by high demand for qualified staff in the insurance industry, increased focus on customer service, and digitalization requiring higher competence. Despite the positive trend, clear gender pay gaps remain, with men earning significantly more on average than women in the profession. Continued development towards more advanced customer service roles and the need for digital skills are expected to influence salaries in the future.

Customer service representative, insurance salary – complete overview

• Average salary: 51 300 SEK/month
• Lowest salary: 42,300 SEK/month (female, private sector, high school diploma)
• Highest salary: 65,700 SEK/month (male, private sector, post-secondary education 3+ years)
• Hourly wage (average): 309 SEK
• Women's average salary: 47 200 SEK (85% of men's salary)
• Men's average salary: 55 600 SEK

Education and qualifications

To work as an insurance customer service representative, a high school diploma is usually required, preferably with a focus on economics, administration, or sales. Many employers also value post-secondary education or specific courses in insurance and customer service. Practical experience from similar roles or the insurance industry is advantageous and can be decisive for employment. The ability to quickly learn new IT systems and strong communication skills are important qualities.

• High school diploma: Economics, administration, or similar (3 years)
• Post-secondary education: YH training or university courses in insurance (1–3 years)
• Certifications: Courses via industry organizations or employers
• Internship: Meritorious, often via trainee programs
• IT skills: Important to quickly learn new systems

Common benefits and compensations

Insurance customer service representatives are often offered collective agreement benefits such as occupational pension, wellness allowance, and subsidized health insurance. Bonus schemes linked to performance, opportunities for skills development, and flexible working hours are also common. Other benefits may include employee discounts on insurance products and options for remote work.

Competition and challenges

The competition for positions as an insurance customer service representative is relatively high, especially in larger cities where many insurance companies have offices. Digitalization has made tasks more complex and customers expect faster, more qualified service. This demands flexibility, resilience, and continuous skill development. At the same time, automation and self-service options mean some tasks are disappearing, which can affect the availability of simpler roles in the profession. However, with the right education and experience, there are good opportunities for growth and to take on more qualified roles.

Tips for aspiring insurance customer service representatives

To succeed as an insurance customer service representative, it is important to have a strong service mindset and a genuine interest in helping others. Good communication and active listening skills are essential, as clear and empathetic dialogue often determines the customer experience. Flexibility and stress management are crucial, especially during busy periods or complex cases. The ability to quickly learn new systems and regulations, as well as analytical skills to understand customer needs and suggest appropriate solutions, are valuable. Initiative and responsibility are also appreciated, as the workday often involves unexpected situations where independence is an asset.

Key facts about insurance customer service representatives

• Education level: Usually high school diploma, often supplemented with post-secondary courses
• Work environment: Office-based or hybrid, fast pace and varied tasks
• Demand: 758 job openings in Sweden for the profession
• Gender differences: Women earn 85% of what men do in the profession
• Special skills: IT systems, insurance regulations, and customer interaction

Career paths and future prospects

After three to five years as an insurance customer service representative, there are good opportunities to advance to roles such as insurance advisor, team leader, or claims specialist. Many also choose to further their education to work in sales-oriented advisory roles or internal training within insurance companies. According to the Swedish Public Employment Service's forecast, no specific assessment has been made for this profession due to limited data, but the overall trend in the insurance sales and advisory group indicates stable demand. Digitalization and increased focus on qualified customer service are expected to continue driving the need for competent professionals in the field.

Frequently asked questions about insurance customer service representatives

• What does an insurance customer service representative earn?
  - The average salary is 51 300 SEK per month, with variations depending on experience, education, and gender.
• What education is required to become an insurance customer service representative?
  - A high school diploma is common, but post-secondary courses and certifications are often advantageous.
• Are there salary differences between men and women in the profession?
  - Yes, women earn approximately 85% of what men do, with an average salary of 47 200 SEK for women and 55 600 SEK for men.
• What is the work environment like for insurance customer service representatives?
  - Office environment and sometimes remote work, often with a fast pace and varied tasks.
• What career opportunities are available after a few years in the profession?
  - Opportunities to advance to insurance advisor, team leader, or specialist roles within insurance.
• What are the future prospects for the profession?
  - The outlook is stable with many job openings, but influenced by digitalization and changing customer needs.
• What is the highest and lowest salary for an insurance customer service representative?
  - The highest salary is 65,700 SEK/month (male, private sector, post-secondary education), the lowest is 42,300 SEK/month (female, private sector, high school diploma).