This section of the website will provide you with the guidance you need to handle Insurance claims compliantly. It also contains registers for recording Complaints, Adverts etc and further supporting documents to help assist you to ensure your business remains compliant.
Loss Assessors (claims handling)
This manual is specifically for firms who act on behalf of customers who are claiming on an insurance policy. Also referred to as Loss Assessors.
The manual incorporates all areas of compliance including claims handling, complaints procedure, financial promotions, anti bribery, General Data Protection Regulations (GDPR), Financial Crime, HM Sanctions, Vulnerable Customers, training and competence.
The manual has also been updated so that it meets the Consumer Duty requirements which affects all regulated services from the 31st July 2023. This includes ensuring the service offered is fit for purpose, offers a fair value and that communications and customer support allow consumers to make and act on well-informed decisions.
These documents are specifically for firms who act on behalf of customers who are claiming on an insurance policy. Also referred to as Loss Assessors.
The bundle includes a variety of documents that firms handling claims may find useful to record financial promotions and breaches. It also includes a template mandate that is commonly used by firms to obtain the customers authority to act on their behalf.
This bundle includes a variety of template letters that firms can use to acknowledge a Complaint all the way through to sending a Final Response Letter. It also includes a Summary Resolution Letter in cases where the complaint has been dealt with within 3 working days.