Introduction to Claims Handling

This participative workshop seeks to build upon a base working knowledge of the delegates claims handling skills and experience to date.


1 day

About the course

This participative workshop seeks to build upon a base working knowledge of the delegates’ claims handling skills and experience to date.

The claim is sometimes described as the 'moment of truth' in the contract, where the customer determines whether their premium has been well-spent. It is the interpretation of the contract and as such it is vitally important to have staff members who are well-versed in claim handling skills and techniques and are sufficiently flexible to assist in the retention of business.

Who should attend?

Anyone who has some basic experience of claims handling and wishes to expand their knowledge in this area.

Workshop Objectives

By the end of the course delegates will be able to:

  • appreciate the role of the claims handler
  • name the principles of insurance and how they apply to a claim
  • recognise the importance of contract law and its impact upon claims handling
  • describe dispute resolution procedures
  • understand the importance of reserving
  • outline the key differences between first and third party claims
  • have an awareness of litigation procedures


Workshop Content

This workshop will contain numerous group exercises to assist in building of any existing knowledge held by delegates.

  • outlining the legal principles governing the making of the claim
  • how losses are measured through to application of indemnity
  • the application of subrogation and contribution
  • how the terms of an insurance contract are classified and the effect of breach including the application of the Insurance Act 2015
  • how claims arise through negligence and breach of statutory duty
  • rules of contract interpretation
  • pre-action protocols



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Course Information

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