Claims Handling - General Insurance Training Course

Speed and accuracy of claims handling is a major aspects of service differentiation in an already price-competitive industry.

Insurers, or individuals acting for them, must treat customers fairly when handling claims.

This course enables your employees to understand and learn the basic claims handling process found in the General Insurance sector, as well as its regulatory requirements.

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Claims Handling - General Insurance

About this Course

Available as part of our FCA Compliance Library.

Learning Objectives

This course will prepare you to:

  • Claims handling – the FCA’s requirements
  • Claims handling – new Insurance Act requirement
  • Claims handling – how it works
  • Handing claims related complaints

Course Outline

Welcome

Claims handling in the UK

- Introduction

The Financial Conduct Authority (FCA)

Insurance Conduct of Business Sourcebook (ICOBS)

Treating Customers Fairly

FCA’s Thematic Reviews

- FCA’s Thematic Reviews – what next?
- Claims handling - Insurance Act requirement

Claims handling – how it works

Claims Handling - The Basic Process

- What do you think?
- Scenario

The claim form

- Scenario

Case Study

- Scenario

Third Party Claims

- Scenario

Double Insurance

Fraud

Claims settlement

- Scenario

Rejecting a claim

Outsourcing - What do you think

- Outsourcing

The use of Information Technology (IT) in claims handling

Financial Ombudsman Service (FOS)

Summary

Affirmation

Assessment

Course Specifications

 

Structure

Structure

Approximately 35 minutes followed by a 10-question assessment.

Audience

Audience

Suitable for all staff - examples and interactivities designed for staff at all levels. No previous knowledge or experience is required.

Design

Design

SHARD-compliant, responsive display on all devices, accessibility on screen readers, visual design controlled via client style sheet.

Compatibility

Compatibility

All Windows, Mac OSX, iOS, Android (Flash-free for mobile compatibility). AICC and SCORM 1.2-compliant, suitable for both hosted and deployed SCORM or AICC.

Tailoring

Tailoring

Fully customisable on Skillcast Portal CMS.

Translation

Translation

Pre-translated versions not available, but all text content can be exported for translation into all languages.

Localisation

Localisation

Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.

FCA Course Library

Our FCA Course library of over 60 training modules covers everything from high-level and conduct of business standards to thematic topics, including treating customers fairly.

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FCA Course Library