AIRMIC’s guide to claims handling best practice has been published and is available for download

Delivering Excellence in Insurance Claims Handling, AIRMIC’s guide to best practice, has been published and is available for download from the AIRMIC website. The guide is the product of extensive discussion between AIRMIC members, partner organisations and other insurers, including Lloyd’s and FM Global.

AIRMIC’s motivation for developing the guide was its members’ view that they should not have to wait until a major loss to test their insurer’s claims handing. Since such events are rare, they want objective and detailed reassurance in advance, preferably when they are selecting insurers, that claims will be handled efficiently.

Delivering Excellence in Insurance Claims Handling sets out eight inter-related components, starting with the right culture and philosophy and finishing with monitoring and review, all of which an insurer needs to have in effect to demonstrate excellence in claims handling.

AIRMIC suggests that using the guide will also help insurers to identify components or features that require improvement. AIRMIC would like partner organisations to evaluate their own claims handling systems using the guide’s recommendations over the next four months, in time for a report to the annual conference in June.

At the conference, AIRMIC technical director Paul Hopkin and member Nicky Harvey, group risk director of Christie’s, will lead a workshop to present the guide and discuss the early feedback.