BIBA: Insurance industry starts claims initiative

15 May 2013

The British Insurance Brokers' Association (BIBA), the ABI, the Chartered Institute of Loss Adjusters (CILA), brokers and insurers have started a new claims working group which aims to engage proactively and positively with the FCA Thematic Claims Review.

The insurance industry is continually looking at how it can provide the best possible claims service to customers. The ABI, BIBA, CILA and their members will continue to work together on claims issues.

The terms of reference for the working group have been agreed as:

• To engage positively with the FCA thematic review
• To discuss ways to enhance the customer’s experience and understanding of the claims process
• To foster wider public understanding of the role of the insurance industry in meeting claims

Andrew Gibbons, from Mason Owen Financial Services, Chair of the Claims Working Group said: “BIBA is delighted that the insurance industry claims working group is now underway. Claims management is a large and very 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."

Nick Starling, Director of General Insurance at ABI, 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".

Press release

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