Society of Claims Professionals plans image overhaul for profession

The Society of Claims Professionals has revealed what members can expect in the next 12 months as it celebrates one year since it launched.

With almost 10,000 members worldwide, the society was established as a dedicated community to support claims professionals through providing essential good practice guidance, thought leadership and a dedicated programme of continued professional development.

Since its launch, the Society of Claims Professionals has produced guidance on a diverse range of topics including subsidence, disputed claims and fraud.

In 2020, the Society aims to address the negative perceptions that some members of the public have of claims and engage with the guidance the FCA will issue on dealing with vulnerable customers.

Sue McCall, chair of the Society of Claims Professionals, said: “Claims is one of the most customer-facing sectors of the insurance profession and by its very nature we are often dealing with customers in need of support and guidance.

“If we can get this right, we could really shift the way our profession is perceived in wider society. I look forward to working with the board to address the key issues facing our sector in 2020 and beyond.”

Matthew Hall, strategy & operations manager of the Chartered Insurance Institute, said: “We often say that insurance is a promise to put things right when they go wrong, and so claims must be the proof of the promise.

“The claims sector is often judged on how we treat our most vulnerable customers, and it is vital we are able to identify vulnerability in its many different forms, offering the appropriate support and assistance to those in need.

“Our work on customer vulnerability will continue to grow, and we look forward to taking the high-level guidance of the FCA’s consultation and helping our members translate this to good culture and behaviour in their organisations.

“Closely allied to this is our work on how we treat and support those within the profession who have particular needs. Like many professions, we must strive to do more to provide an inclusive and supportive environment.”