Insurers should 'prepare for claims surge'

Among the recommendations, the industry body has suggested insurers should establish a ‘Surge Group' to be adequately prepared. The Society of Claims Professionals issued six points which should be addressed by insurers when handling an increase in claims. Use predictive data wisely. Manage staff levels appropriately. Get in the mindset of the customer. Identify at-risk customers. Provide accessible and consistent information. Follow-up with a post-surge service. Jeremy Trott, non-executive director of the Society of Claims Professionals, said: "The sudden outbreak of ...