Professional body offers guidance on preparing for ‘surge events’

The Society of Claims Professionals, part of the Chartered Insurance Institute (CII), has published a new good practice guide, detailing how the industry should best handle the dramatic increase in claims activity sparked by the ongoing coronavirus pandemic.

The guide advises insurers how to prepare for surge events by identifying seasonal patterns of activity – this includes informing insurers how to establish a ‘surge group’ in order that they are adequately prepared for surge events while maintaining service.

The guide details six activities which must be actioned when handling a dramatic increase in claims activity. These activities are:

1. Use predictive data wisely.
2. Manage staff levels appropriately.
3. Get in the mindset of the customer.
4. Identify at-risk customers.
5. Provide accessible and consistent information.
6. Follow-up with a post-surge service.

Jeremy Trott, non-executive director of the Society of Claims Professionals, said: “The sudden outbreak of the coronavirus pandemic took a lot of us by surprise, but it has served as a reminder to the insurance profession that we need to be adequately prepared for the unexpected.

“It is during times of public concern that the role of the insurance profession becomes the most important to the public.

“It is vitally important that insurers remain in a constant state of preparedness for a surge event so that our clients can be helped as quickly and effectively as possible.”