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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.
51 posts
Claims
Delivering Fair Repudiations public
Claims • 5 min read

Delivering Fair Repudiations

Claims repudiation in household insurance is changing. Long established practices are now being overlaid with digital systems that are powering repudiation levels to new highs. Yet in so doing, have insurers been asking themselves the right questions? …and drawing the right conclusions?…
Duncan Minty
Duncan Minty •
Two Eye Popping Numbers for Household Claims public
Claims • 4 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 •
What Claims Acceptance Rates Tell Us public
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 •
Vulnerability Starts with Scope public
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 •
Failings in Motor Claims Raise Accountability Questions public
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 •
What the 3 Most Read Articles in 2023 Tell Us public
Claims • 2 min read

What the 3 Most Read Articles in 2023 Tell Us

Three articles I wrote in 2023 grabbed the attention of readers. Out of the 76 articles I wrote last year covering a wide range of topics, the interest in these three stands out. I put this into context and look at what they say about insurers’ interests looking forward.…
Duncan Minty
Duncan Minty •
A Legal Spotlight Turns on Discrimination in Claims public
Claims • 4 min read

A Legal Spotlight Turns on Discrimination in Claims

Insurers using algorithms in claims and fraud decisions should now prepare for much greater scrutiny of how such systems are designed and used. A legal challenge in the US alleging discrimination has in part passed a key legal milestone. I weigh up the ramifications of what could be a landmark case.…
Duncan Minty
Duncan Minty •
The Industrialisation of Claims Denials public
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 •
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