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

CII urges insurers to provide training on vulnerable customers

Jaskeet Briah
clock • 2 min read

Nearly nine in 10 (86%) claim handlers have experienced negative emotions after handling a distressing claim, including guilt, sadness, panic, anxiety and personal triggers, the Chartered Insurance Institute (CII) has found.

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...

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