25th March 2020

CII advises on how to prepare for claims surge

How insurers should prepare for surge events by identifying seasonal patterns of activity is covered in the latest Society of Claims Professionals good practice guide.
As the profession faces a surge in claims as a result of the coronavirus pandemic, the Society published the guide which details how insurers should establish a “Surge Group” to be adequately prepared for surge events and maintain service.
The guide details six activities which must be actioned when handling a dramatic increase in claims activity: These activities are:
1.Use predictive data wisely.
2.Manage staff levels appropriately.
3.Get in the mindset of the customer.
4.Identify at-risk customers.
5.Provide accessible and consistent information.
6.Follow-up with a post-surge service.
Jeremy Trott, non-executive director of the Society of Claims Professionals, comments “The sudden outbreak of the coronavirus pandemic took a lot of us by surprise, but it has served as a reminder to the insurance profession that we need to be adequately prepared for the unexpected.
“It is during times of public concern that the role of the insurance profession becomes the most important to the public. It is vitally important that insurers remain in a constant state of preparedness for a surge event so that our clients can be helped as quickly and effectively as possible.”
For more information, and to read the full Good Practice Guide, please visit: https://www.socp.org.uk/learning/learning-content-hub/articles/surge-events/91218

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