Claims Academy Programme Level 1 - Introduction

This module provides an exploration of the key components and dynamics within the insurance claims sector. Participants will delve into the various types of company ownership structures and their implications on the market.

The course will uncover the crucial role of reinsurance in claims, providing insights into how it supports and influences the industry. Additionally, attendees will learn about best practices for handling property claims and the processes involved in settling liability claims.

Objectives

• Understand the different types of company ownership in the insurance industry
• Comprehend the role and impact of reinsurance in claims
• Analyse the relationship between various marketplace components
• Recognise claims settlements in both property and liability insurances

This module explores why conflict arises in an insurance setting, focusing on the customer in a claim situation.

The course aims to provide delegates on how to identify when conflict may arise, planning on how to approach the situation and how to resolve the conflict empathetically. Finally, the course explores how customers can become vulnerable in a situation with conflict, and how to handle those according to rules and guidance provided by the regulator.

Objectives

• Understand why conflict may arise in an insurance scenario
• Recognise ways to diffuse a stressful situation
• Understand how a customer can become vulnerable in a situation where conflict arises
• Recognise what approach needs to be taken with vulnerable clients

This module provides a detailed understanding of the delegation process in claims management. The session focuses on the principles and practices of delegated authority, exploring how insurers entrust third parties with claims handling responsibilities. Participants will learn about compliance, monitoring, and performance management to ensure effective oversight and control.

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• Understand the concept and structure of claims delegated authority
• Identify the responsibilities of each party of the arrangement
• Recognise how adherence to the delegated authority is achieved

This course provides an understanding of the key aspects of errors and omissions (E&O) in the insurance industry. Participants will explore the definition and scope of E&O, learn how to handle complaints effectively, and understand the processes involved in determining liability. Additionally, the course covers strategies for managing claims expenses.

This training is designed to enhance participants' ability to navigate E&O issues, ensuring they can mitigate risks and handle claims efficiently.

Objectives

• Understand the definition and scope of E&Os
• Learn effective strategies for handling complaints related to E&Os
• Determine the processes for determining liability in E&O claims
• Examine strategies for managing claims expenses
• Analyse the impact of E&Os on the insurance industry

The Insurance Principles training course provides an in-depth understanding of fundamental insurance concepts. Participants will learn to apply the six core principles to everyday insurance claims, ensuring accurate and fair handling of insurance claims.

The course covers the methods insurers highlighting best practices and common procedures. Delegates will gain insights into the legal and practical applications of insurance principles. Additionally, the program emphasizes how all claims are settled efficiently and in accordance with industry standards.

Objectives

• Apply the six core principles to everyday insurance claims
• Recognise how insurers settle claims
• Identify past cases that set the precedent on insurance principles
• Explain the role of the claims function in applying these principles when settling claims

The Insurance Regulation training program offers an essential overview of regulatory frameworks affecting insurance claims.

This half-day session equips participants with a comprehensive understanding of compliance requirements, the impact of regulations on claims processing, and the roles of regulatory bodies. Designed for insurance claims professionals, this course ensures that participants can navigate the regulatory landscape effectively to manage claims in accordance with legal standards.

Objectives

• Understand the key regulatory frameworks governing insurance claims
• Identify the roles and responsibilities of regulatory bodies in the insurance industry
• Apply regulatory requirements to the claims process
• Assess the impact of non-compliance on claims management

The session offers a comprehensive overview for new entrants in the insurance industry. Participants will gain an understanding of the critical role insurance plays in protecting individuals and businesses.

The course explores various market approaches and strategies, providing insights into how the insurance industry operates. Learners will also discover the formation of insurance contracts, ensuring clarity on policy agreements and terms. Additionally, the program highlights the essential role of intermediaries in the insurance market.

Objectives

• Understand the importance of insurance
• Identify market approach and strategies
• Determine how insurance contracts are formed
• Define that part intermediates play in the insurance market

This module discovers how various stakeholders in an insurance claim setting should be managed, discovering methods on how to successfully influence various stakeholders in any given situation, whether they are clients, leaders, external partners or suppliers.

This workshop will help delegates to understand how to manage expectations, use influencing techniques and adapt styles to suit stakeholder preferences, learn to negotiate win-win strategies with stakeholders to help execute plans successfully and use key frameworks and techniques when working with stakeholders.

Objectives

• Discover how to overcome challenges and barriers when working with stakeholders
• Understand influencing techniques
• Use influencing techniques to adapt your style to stakeholder’s preference
• Enhance negotiation skills to achieve win/win strategies with stakeholders

Description

This session provides participants with the tools to define and understand their negotiation style and use questioning skills to gain insights into the other party’s perspective of a negotiation situation. Attendees will learn how to adjust their negotiation strategies, with aim to achieve a win/win situation.

Additionally, the course emphasizes understanding the needs and interests of all parties involved, ensuring mutually beneficial agreements. This training aims to improve negotiation effectiveness, fostering successful and lasting business relationships.

Objectives

• Define and understand your negotiation style
• Use your questioning skills to understand the other party’s stance
• Adjust your negotiation style based on the situation to direct negotiation towards the desired outcome
• Understand the needs and interests of all parties involved

This module equips participants with essential knowledge to meet regulatory expectations and maintain high standards in business interactions. Attendees will learn to identify the expectations set by regulatory bodies and recognize professional communication styles, including understanding the communication styles of others.

The course emphasizes understanding personal and professional boundaries, enabling participants to approach business interactions with professionalism and respect.

Objectives

• Identify the expectations set out by regulatory bodies
• Recognise processional communication styles whilst recognising the communication style of others
• Understand your boundaries and the boundaries of others to approach business interactions with professionalism

This course is designed to enhance the inquiry and information-gathering abilities of insurance claims professionals. The session focuses on developing effective questioning techniques, understanding the purpose and types of questions, and improving active listening skills.

Participants will learn how to use questions to gather accurate information, clarify details, and facilitate effective communication. This course aims to improve the efficiency and effectiveness of claims investigations and interactions.

Objectives

• Develop effective questioning techniques for various scenarios
• Understand the purpose and types of questions in claims processing
• Improve active listening skills to enhance communication
• Utilise questioning skills to gather accurate and comprehensive information

This module equips insurance claims professionals with essential knowledge to manage the claims process. Participants learn about the legal requirements for claims, ensuring compliance and accuracy. The course covers the notification process, highlighting the roles of policyholders, insurers, and third parties.

Emphasis is placed on understanding the responsibilities of claims handlers and other key personnel. Additionally, the course provides an overview of the claims settlement process, from initial investigation to final resolution.

Objectives

• Establish the legal requirements of a claim
• Understand how a claim is notified and the involved parties
• Understand the roles of the claims handler and other claims personnel
• Understand the claims settlement process