Claims Handling Training – level I

Purpose of Training
It is often said that the claims department is the showcase of an insurance company. An insurance policy is an intangible asset where its owner does not know how good it is until he files a claim. For a layman things are simple: you buy insurance, something happens, you claim and get paid. But things are not always that simple. The purpose of the program is to introduce to the trainees the claims department, to explain the claims management philosophy and describe the procedure followed by the claims handlers helping them understand how things work out inside an insurance company.
Training Objectives
  • Grasp the importance and the role of the claims department
  • Learn the internal procedures of claims handling
  • Appreciate the importance of filling out the Proposal Forms correctly
  • Become aware of the possible reasons of delaying or rejecting a claim
  • Upgrade good customer service skills
  • Adopt a more friendly approach to the decisions of the claims department of insurance companies
Target Audience
Primarily insurance intermediaries, insurance company personnel (except experienced claims officers) and lawyers. People outside the insurance industry may also attend if they are directly or indirectly involved with general insurance.

The trainees will be examined at the end and during the program in order to receive the Certificate for CPD purposes.

Trainer: Christos Voniatis
Duration: 10 hours (two days)

Programme Content

Section 1 – Introduction
  • Acquaintance with participants
  • Route of the program
  • The role and purpose of the claims department
    Section 2 – The Philosophy of the Claims Department
    • Speed and immediacy
    • Transparency and fair treatment
    • Strategy on fraudulent claims, subrogation and recovery
    Section 3 – Notification of a Claim
    • First notice
    • The Claim Form
    • Road Accidents Assistance
    Section 4 – Claims Investigations
    • Determining the existence of an insurance cover
    • Assessing the Claim Form in comparison with the Proposal Form
    • Appointment of a surveyor and/or an expert
    • Police Report, Medical Report, Labour Accident Report
    Section 6 – Settlement
    • Negotiation
    • Ex gratia payments
    • The Claims Discharge Form
    Section 7 – Rejection
    • Fake and fraudulent claims
    • Arguments on the payable amount and underinsurance
    • Complaints handling
    • Involvement of lawyers and legal proceedings
    • Case law
    Section 8 – Subrogation & Recovery
    • Subrogation
    • Contribution
    • Abandonment and salvage
    • Recovering from the insured
    • Case law
    Section 9 – Feedback
    • Conclusions
    • Test
    • Evaluation of the training program