Insurance Claims Handling Compliance Manual for Loss Assessors


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.

FORMAT: All documents are downloadable via email upon receipt of payment.



WORD DOCUMENT – 133 PAGES – Last Updated: April 2024


  1. Introduction
  2. Business Standards
  3. Conduct of Business
  4. Claims Handling
  5. Financial Records
  6. Professional Indemnity Insurance
  7. Complaints Handling
  8. Financial Promotions
  9. Website Advertising
  10. Management Systems and Controls
  11. Training and Competence
  12. Whistleblowing
  13. Anti-Bribery Policy
  14. Reporting Requirements to the FCA
  15. Record Keeping
  16. Anti-Money Laundering Policy
  17. General Data Protection Regulation (GDPR)
  18. Financial Crime & Anti Fraud Policy and Procedures
  19. HM Treasury Financial Sanction Procedure
  20. Vulnerable Customer Policy
  21. Consumer Duty
  22. Senior Managers & Certification Regime