One of the biggest challenges to professionalism in the insurance industry is the lack of standardised qualifications and training. That’s according to Kerrie Challenor, NTI Chief People and Operations officer.

“There are potential gaps in how various [claims] people are trained,” says Challenor, who is also an ANZIIF (Fellow) CIP.

“Every insurer has a very different process for training their people, and a very different focus. That’s fine until something goes wrong and you realise you don’t actually understand insurance.”

Upgrading the claims function

ANZIIF’s General Insurance Claims Handling Framework, launched in October, promises to change that for the claims handling function in Australia.

Leaders from signatory bodies including Suncorp, Allianz, Youi, SURA, Austbrokers, QBE, Zurich, CHU, IAG, Sedgwick and NTI all agree that a voluntary framework that brings greater consistency across claims handling knowledge and purpose will introduce a higher level of performance and competence, leading to better outcomes for claimants.

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