Claims handlers need support and a wide range of skills to deal with claimants who are becoming increasingly strident. Bev FitzGerald explains
Claimants are becoming more unreasonable. That is the key finding from a recent survey of the Society of Claims Technicians - entitled Mad, Bad and Dangerous to Know.
Around a third of claims handlers felt that one in five policyholders became angry when asked reasonable questions about their claims - and half that number were actually abusive. Additionally, and probably linked to this finding, most believed that around half those making a claim were, at the very least, exaggerating their case.
Many of these findings, which indicate a declining state of relations between the public and those trying to provide them with services, are as true for those handling claims as they are for those in welfare, health and transport services, in banking, shops and elsewhere.
Customer conflict
In a consumer society where companies compete by making wider and better services available, promising more and more, it is hardly surprising that those at the sharp end are finding it increasingly difficult to get through the day without more frequent and severe conflict.
In response, our survey showed that insurers and those handling their claims are starting to train their claims centre staff better.
Of course, a very real problem for the policyholder is that they may have to deal, in the course of their claim, with three or four different claims handlers, all of whom must familiarise themselves with an issue which might have very deep emotional overtones for the claimant.
It might be just another claim among hundreds for the call centre, but for the policyholder it represents a flooded and devalued home, or security which has been breached by a burglary. Many such incidents occur at weekends or during holiday periods. Ironically therefore, by offering 24/7 service using numerous people working shifts, the alienation between the policyholder and one dedicated member of staff is exacerbated.
Only if claims handlers are given the training and professional status to make them confident enough to handle this increasingly large and difficult minority can they begin to add value and deliver the insurance promise of rapid reimbursement, or replacement.
The replacement issue itself can be a very thorny one. Many claims involve loss or damage to more than one item. A television and a video may need replacing, plus a carpet, furniture and jewellery. Years ago, a sum of money would have been agreed and a cheque sent to the claimant. Today, several replacement agencies may be involved. The time between the incident and final conclusion can become extended. Claims handlers who traditionally simply issued cheques now need project management skills to ensure that various agencies deliver on time in a co-ordinated way - and that the policyholder is kept informed and happy through the process.
Exaggerated claims
Our survey highlights the way in which the most difficult situations for our members involve the 20% (according to ABI figures) of policyholders who exaggerate or lie about their claims. It is these policyholders who tend to react to reasonable questions about proof of ownership and suchlike with abuse.
Experienced loss adjusters and claims handlers will recognise that someone losing their temper very early on in a claim gives a strong indication of possible fraud or exaggeration. The sooner the ABI approves industry-wide fraud software, the better. These claims can then be filtered out more accurately for specialist handling.
The UK is, outside of Ireland, the most consumerist and litigious society in Europe. There are already signs that government is starting to realise that industry - UK plc - cannot afford this current level of compensation culture.
Change though, will inevitably be long-term. In the meantime, our survey confirms that the society's members are dealing with an increasingly difficult public. While further practical improvements to their day-to-day life are awaited, they will clearly need continuing management support, including high-quality and focused education and training. n
Bev FitzGerald is chairman of Cila's Society of Claims Technicians
