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