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Society of Claims Professionals to address negative perceptions of claims

Michael Lloyd

January 20, 2020

The Society of Claims Professionals plan to address the negative perceptions of claims that members of the public have and engage with the guidance the FCA will issue on dealing with vulnerable customers.

Since launching a year ago, the society has produced guidance on a diverse range of topics including subsidence, disputed claims and fraud.

Sue McCall, chair of the Society of Claims Professionals, said: “Claims is one of the most customer-facing sectors of the insurance profession and by its very nature we are often dealing with customers in need of support and guidance.

“If we can get this right, we could really shift the way our profession is perceived in wider society. I look forward to working with the board to address the key issues facing our sector in 2020 and beyond.”

Matthew Hall, strategy and operations manager at the Chartered Insurance Institute, added: “We often say that insurance is a promise to put things right when they go wrong, and so claims must be the proof of the promise.

“The claims sector is often judged on how we treat our most vulnerable customers, and it is vital we are able to identify vulnerability in its many different forms, offering the appropriate support and assistance to those in need.

“Our work on customer vulnerability will continue to grow, and we look forward to taking the high-level guidance of the FCA’s consultation and helping our members translate this to good culture and behaviour in their organisations.

“Closely allied to this is our work on how we treat and support those within the profession who have particular needs.

“Like many professions, we must strive to do more to provide an inclusive and supportive environment.”


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