Loss adjusters: final code ready

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:

When dealing with retail customers, adjusters "must act so as to enable insurers to handle claims fairly and promptly (within five working days)".

Adjusters must act to enable insurers to settle a claim promptly (recommended to be five working days) once settlement terms have been agreed.

Adjusters must explain to commercial customers how to make a complaint.

Reportable complaints (complaints that cannot be resolved within 24 hours) must be notified to instructing insurers.

Adjusters must keep a register of non-reportable and reportable complaints, which will be subject to audit.

Adjusters must have an up-to-date written business continuity plan and it must be available for inspection on request.

Adjusters must evidence that their employees are competent and that their competence is regularly reviewed.

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.

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