Soft skills increasingly vital to claims staff

The claims profession must aim to strike a balance between achieving professionalism through examinations and training in the soft skills required to carry out the role.

Malcolm Edwards, client relationship director at Davies Group, applauded the Chartered Institute of Loss Adjusters' decision to review its examinations to the benefit of the industry (Post, 8 October 2009, p38), but added that professional bodies need wider support from the industry.

"Under the regulator's treating customers fairly agenda, we are supposed to be competent and there is no better way to prove this than by some form of professional examination," he commented."If we have a qualification, it makes us feel more confident in ourselves."

However, he added that in many areas of claims handling, soft skills are even more important, particularly at first notification of loss.

"Claims handlers need soft skills and soft skills are 85% of what we do. Events can change in the course of claims and we don't always manage to convey that," Mr Edwards added.

Roy Hebburn, technical claims manager at Allianz Insurance, said he believed the insurance industry will eventually become like any other professional industry in which practitioners are required to hold a minimum qualification.

He commented: "At the front end" especially first notification of loss" empathy is the most important factor. We must remember that most claims are not fraudulent."

Speaking from the floor, David Williams, managing director of claims at Axa, said the industry must lead by example when it comes to encouraging professional training.

He suggested: "At a certain level, a professional qualification should be mandatory.

"But look around and see the dearth of people without qualifications. If we can get to the top of an insurance company without a Chartered Insurance Institute qualification, it does not set a good example to people starting out."

Delegate Charles Crawford, chief executive officer at Davies Group, warned that insurance companies must continue their support of professional bodies, such as the CII and the CILA, as well as their own in-house training programmes in order to "drive up the level of technical competency".

To see commentary from the conference and reference to the workshop click here