Please enter at least 3 characters

Claims

Claims is a unique function, dealing on a one-to-one basis with customers to fulfil the terms of the contract. How this is handled by insurers can through up some of the most significant ethical risks within insurance.
17 posts
Claims
Claims • 3 min read

Two Eye Popping Numbers for Household Claims

Household claims are being repudiated in startling volumes. And the cost to consumers is immense. It’s all in the public domain, so it seems inevitable that questions will be raised at some point. Do insurers have answers ready to meet such challenges?…
Duncan Minty
Duncan Minty •
Claims • 5 min read

What Claims Acceptance Rates Tell Us

If you bought a type of policy that on average had one third of all claims rejected, and one in seven claimants complained, what would you think? And if you’re selling it, what would you think? I often hear insurers say that they ‘want to pay claims’. So why are so many claims being rejected?…
Duncan Minty
Duncan Minty •
Claims • 5 min read

Vulnerability Starts with Scope

Vulnerability is a significant theme for the UK regulator, and obviously insurers have been responding to those expectations. This has led to a lot of management information being produced around vulnerability. That’s only as good though as the scope of what you decide to put into your MI.…
Duncan Minty
Duncan Minty •
Claims • 4 min read

Failings in Motor Claims Raise Accountability Questions

Several unfair practices have been identified in total loss claims in the UK motor insurance market. On the face of it, this seems like a numbers problem. Yet this is far from being a ‘which valuation is right’ issue. This is about people and how they decide to shape important decisions.…
Duncan Minty
Duncan Minty •
Claims • 4 min read

The Industrialisation of Claims Denials

Lemonade made the news recently when it claimed a new record for settling a claim in 2 seconds. Unfortunately, campaigners are reporting that another insurer has built a system that rejects claims in under 2 seconds. Insurers need to think about claims automation more carefully than at present.…
Duncan Minty
Duncan Minty •
Claims • 8 min read

Claims – Nine Ethical Red Flags that Need Attention

For the last 5 years, I’ve viewed claims as the function that is generating the most ethical risk for a typical UK insurer. It has not been in the limelight, but it has been using decision systems in ways that raise significant questions. Here are nine practices that are red flags.…
Duncan Minty
Duncan Minty •
Great! You’ve successfully signed up.
Welcome back! You've successfully signed in.
You've successfully subscribed to Ethics and Insurance.
Your link has expired.
Success! Check your email for magic link to sign-in.
Success! Your billing info has been updated.
Your billing was not updated.