Biba 2013: New joint claims working group announced

A new claims working group for brokers, insurers and loss adjusters was unveiled today at the Biba conference.

The group, which was jointly set up by Biba, the ABI and the Chartered Institute of Loss Adjusters, held its first meeting at Biba’s head office on 10 May. Its terms of reference are to:

• engage positively with the Financial Conduct Authority’s thematic claims review;
• discuss ways to enhance customers’ experience and understanding of the claims process; and
• foster wider public understanding of the role of the insurance industry in meeting claims.

Claims working group chair Andrew Gibbons, of Mason Owen Financial Services, said: “Biba is delighted that the insurance industry claims working group is now under way. Claims management is a large and important subject. 

“The claims working group will allow us to showcase how the industry helps customers as well as enabling the group to learn lessons from this forum in order to improve customer service.”

The ABI director of general insurance Nick Starling said: “The claims experience is the shop window by which the industry is often judged and insurers are committed to ensuring that customers get the service they need - when they most need it.”

Every day, £32m is paid to customers in respect of property and domesitc motor claims.