ABI/Cila claims code recommends five-day claims settlement
Loss adjusters must adhere to the FSA guidelines of settling claims within five days under the new claims code.
The final draft of the ABI/Cila claims code for loss adjusters will be circulated to members imminently.
The claims code provides loss adjusters with guidelines for dealing with a range of issues including: training and competence; claims handling; file management; complaints; business continuity; surge plans (dealing with large amounts of claims) and non-compliance.
Norwich Union director of claims public affairs David Hooker, who chairs the Cila/ABI claims code working party, outlined some of the key elements of the code. They include:
Hooker said: "The code supports insurers' requirement to govern their supply chain in the interests of delivering a sound and consistent customer response." He added that the ABI/Cila will advise insurers and loss adjusters that the terms of the code are included in all service agreements.