Avoiding Claims Related Complaints

How to Avoid Claim-Related Complaints

It will come as no surprise to learn that the vast majority of complaints stem from the handling of claims submitted to insurers. The claim is the “moment of truth” in the contract where the customer learns whether the premium paid over potentially a long period, has been well-spent.

Whilst it is imperative to have a prompt resource and efficient process to deal with complaints, this workshop focuses upon proactively reducing their number through retaining the initiative whilst moving a claim towards fulfilment.

• The course will be highly interactive and feature numerous testing questions throughout.
• There will be an opportunity to ask questions at the end of the session which can broaden to address any general queries delegates may have concerning this class of insurance business

Objectives

• Deal with FNOL contact in the most efficient and empathetic way
• Understand the benefits and personalised approach to telephone contact as the primary means of communicating with customers
• Ensuring that system generated diary events to update other parties are not neglected or moved on in preference to dealing with customer communications
• Proactively manage and maintain the expectations of customers who have made claims throughout the process

David Hole ACII – technical insurance trainer

David is an experienced insurance professional with a career spanning 39 years; he has enjoyed wide exposure in the London Insurance Market and elsewhere resulting from his industry-specific training activity.

David is a part-time complaint manager for a Lloyd’s coverholder, as well as a subject matter expert for the Chartered Insurance Institute, authoring and updating modules for the CII computer-based training programme, Broker Assess. His experience includes Head of Claims at Plum Underwriting Ltd, where he was responsible for managing the relationship between insurers and claims third party administrators, handling larger claims received via technical referral processes.

David has been delivering technical insurance training for over 20 years, to a variety of different industry customers in the UK and abroad and provides examination support for clients undertaking CII studies to achieve industry recognised designations. He provides training on many general insurance classes up to at least intermediate level to include motor trade insurance, cyber, marine cargo, commercial property, business interruption, liabilities, construction, engineering, and trade credit. He also delivers more generic underwriting and claims training.

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