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Insurers advised on Coronavirus claims surge preparation

24th March 2020 - Author: Charlie Wood

The Society of Claims Professionals has called on insurers to prepare for surge events as the coronavirus pandemic continues to evolve.

Society of Claims ProfessionalsThe Society published a guide detailing how insurers should establish a “Surge Group” to be adequately prepared for surge events and maintain service.

The guide details six activities which must be actioned when handling a dramatic increase in claims activity.

These include using predictive data wisely; managing staff levels appropriately; getting in the mindset of the customer; identifying at-risk customers; providing accessible and consistent information; and following up with a post-surge service.

“The sudden outbreak of the coronavirus pandemic took a lot of us by surprise, but it has served as a reminder to the insurance profession that we need to be adequately prepared for the unexpected,” said Jeremy Trott, Non-executive director of the Society of Claims Professionals.

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“It is during times of public concern that the role of the insurance profession becomes the most important to the public. It is vitally important that insurers remain in a constant state of preparedness for a surge event so that our clients can be helped as quickly and effectively as possible.”

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