Manage Non-Routine and Complex Liability Claims

This course describes the skills and knowledge required to manage non-routine and complex insurance claims, including: -

• identifying non-standard issues
• determining the business impact
• managing all aspects of the claims resolution process.

Learning Outcomes

By the end of this learning workshop, you should be able to: -

• Analyse claims to determine whether they are valid
• Evaluate the impacts of claims
• Determine settlement options
• Manage support arrangements to resolve claims
• Finalise claim process

Suitability

The course applies to those who apply specialist knowledge and functions when managing non-routine and complex insurance claims, such as major losses, bodily injury losses, long-term settlement, and claims involving legal procedures across international boundaries.

Day One

Analysing claims

In this module participants will: -

• Learn about non-routine and complex claims
• Explore different types of liability insurance
• Understand conditions and exclusions relevant to liability insurance
• Assess claims to determine whether they are valid and can be covered by the insurer
• Check whether information provided is accurate.

What is covered

• Liability claims management
• Non-routine and complex claims
• Types of liability claims
• Is the policy current and relevant
• Conditions specific to policy types
• Exclusions specific to policy type
• Without prejudice
• The stadium collapse

Evaluating claims and appointing specialists

On completion of this module participants will be able to: -

• Seek specialist advice
• Learn about reinsurance and notification requirements
• Analyse claims data
• Set claims reserves
• Explore ways to minimise losses.

What is Covered

• Gathering information
• Committing fraud
• Specialists
• Appointing a loss adjuster
• Notifying the reinsurers
• Investigation
• Report
• Setting a claim reserve
• Compare claims to payment projections
• Minimising the loss
• Taking urgent action

Day Two

Determining settlement options and supporting claimants

On completion of this module participants will be able to: -

• Investigate applicable legislation and industry requirements
• Learn about professional privilege
• Consider settlement strategies
• Seek advice from colleagues and others
• Support claimants.

What is Covered

• Legislation and industry requirements
• Industry Codes of Practice
• Insurance Codes of Practice
• Legal processes
• Deciding on a resolution
• Settlement strategies
• Seeking advise on settlements
• Get the contribution
• Review the reserve
• Support requirements

Recording information and changing procedures

On completion of this module participants will be able to: -

• Employ mediation skills
• Identify if changes are required to policies or procedures
• Report your findings
• Update records
• Finalise files.

What is Covered

• Dispute resolution
• Reviewing indemnity
• Identifying required changes to policy and procedures
• Reporting findings and updating records