A1 Benchmarking world class claims capability & performance
Deputy chair Nicola Harvey and technical director Paul Hopkin presented a lecture on the first day of the conference on the development of the claims best practice guide.
This well attended session enabled the presenters to outline the considerable support that had been given to this project by the senior claims personnel in the AIRMIC insurer partner organisations.
Paul Hopkin described the workshops that had taken place in order to develop this best practice guide. He expressed thanks to the AIRMIC insurer partners and said that enthusiasm was shown throughout. Attention then turned to the practical application of the guide and the preparation of reports by each of the insurer partners.
Nicola Harvey said that the purpose of the guide was to enable insurers to produce a commentary on their claims handling culture and philosophy so that risk managers can identify the approach to claims handling that best suits their requirements. She noted that the benefits to insurers of undertaking a review against the best practice guide was that they would identify areas of strength and also will focus on features of their claims handling capability that may need to be improved.
Both Paul Hopkin and Nicola Hartley used examples of losses from their own personal experience to explain how good claims handling is of vital importance to risk managers. The good and bad features of their hurricane loss experience was discussed and it was agreed that compliance with the best practice set out in the guide would have assisted with the successful management of the ensuing claims.