Nearly nine in 10 claims handlers impacted by distressing claims: CII

The CII's New Generation Programme Claims group has launched a report exploring second-hand trauma experienced by over 200 claims handlers from across the insurance sector. All lines of business were found to be impacted, but those operating in property, motor and casualty insurance were found to be most affected. According to claims handlers, the features that made claims particularly distressing included loss (73%), physical or mental suffering (56%) and life-changing injuries or fatalities (52%). These negatively impacted the respondents handling these claims both inside and out...