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820 Advanced Claims

Navigating your ACII

Using This Course (3:42)
Approaching Coursework (11:45)
The Marking Grid (10:01)
Referencing (8:01)
ACII Journey Mapping (10:26)
Introduction to Contexts (10:44)

Interviewing the Industry

CHARLOTTE WARR - Claims environment - Claims philosophy - Culture (11:41)
CHARLOTTE WARR - Costs management - Leakage - Management information (11:02)
CHARLOTTE WARR - Interactions with other departments - Internal relationships (9:29)
CHARLOTTE WARR - Outsourcing - Insourcing - Due diligence (7:10)
CHARLOTTE WARR - Supplier relationship management - Panel arrangements - TPAs - DCAs (12:19)
CHARLOTTE WARR - Management information - Claims systems - ECF - Data capture (11:52)
CHARLOTTE WARR - International claims - Local expertise (5:46)
CHARLOTTE WARR - General trends - Automation - Data resources (2:47)
CHARLOTTE WARR - COVID-19 - Contract certainty - Working methods (4:09)
JOHNATHAN BESSO-COHEN - External environment - Technology - Blockchain (6:15)

Technical Topics

Claims Environment (1:31)
Reinsurance Claims Procedures (4:44)
The Role of a Claims Manager (1:35)
Referral Points and Authorities (1:27)
Catastrophe Management (4:00)

Refreshers

Waiver and Estoppel (2:55)
Insurance Act 2015 (2:40)

Concepts ‘in a nutshell’

ISO 9000 (2:05)
Bad Faith (1:41)
Leakage (1:06)
Ogden Rate (1:24)

Perspectives & Scenarios

FCA supervisory visit (11:07)
Claims philosophies (18:48)

Real Time Research

The LMA (4:50)
AIRMIC: Best Practice Claims Handling | Reservation of Rights (10:17)
Lloyd’s Minimum Standards: Claims Reserving and Claims Handling (8:16)
Electronic Claims Files (ECF) (5:20)

Snip-it Summaries

Alternative Dispute Resolution (2:14)
Customer Journey Mapping (1:03)
Organisational Structure (1:51)
Artificial Intelligence (2:43)
Environmental, Social and Governance (ESG) (2:54)
Consumer Duty (3:32)

Research Resources

820 Specimen Coursework Assignment
General ACII resources
Lloyd's Annual Report 2022
Lloyd's Annual Report 2023
CII Credit Calculator
CII eLibrary

Future Development

Course Feedback

Claims environment

Insurance Insights 2024 - Browne Jacobson
Top themes in insurance for 2024 - Grant Thornton
Claims costs continue to rise in 2024 - Clyde & Co
AEGIS London - Claims Philosophy
Claims Management: Peak performance when it matters most - HDI
Sustainable finance activities 2022 - 2024 - EIOPA's priorities to address sustainability risk
ESG commitments - KPMG
Aviva’s Sustainability Ambition

Role of the claims manager and regulation

The PRA's approach to insurance supervision - Bank of England
Published record of FPC's meetings - Bank of England
A new Consumer Duty - FCA
Consumer Duty: Findings from our review of fair value frameworks - FCA
Market oversight - Lloyd's Website
Single Claims Agreement Party - Lloyd's

Claims service management

Delivering Excellence in Insurance Claims Handling - AIMRC
How to navigate changing customer expectations by accelerating the claims lifecycle - Gallagher Bassett
Claims: How customer expectations are driving value chain innovation - TDI
Top 7 Technologies that Improve Insurance Claims Processing
A Complete Guide to Customer Journey Analytics in 2024
Plans and budget - Financial Ombudsman Service
The work of the Financial Ombudsman Service - Oral evidence - UK Parliament
Making complaints or referrals to the FRC - Financial Reporting Council
Dispute resolution: Complaints
Financial Ombudsman Service warns of increase in ‘hybrid’ scams - FOS
DLA Piper's Practical Guide for Claims Managers in 2022 - Reservation of Rights
Insurance Insights 2024 - Browne Jacobson
Annual Insurance Review - RPC
The key legal developments for insurers of 2023 - Simmons and Simmons
Information about the UK's best insurers for customer satisfaction - Consumer Intelligence
The Insurance Act 2015: Bringing Commercial Insurance into the Twenty-First Century - CII
Compensation Figures - FOS Website

Management of claims handling procedures

Guidance Financial sanctions targets: list of all asset freeze targets - UK Government
The Civil Procedure (Amendment) Rules 2024
Overview of the Pre-Action Protocol and Civil Procedure Rules - Clyde & Co
Procedure damages and costs - RPC
Litigators beware! Recent changes to Part 36 Offers - Browne Jacobson
Personal Injury Brief: market insights - Kennedys
UK Supreme Court clarifies proper approach to valuing “mixed” Official Injury Claims (OIC) - Clyde and Co
Outsourcing and operational resilience - FCA
How the Consumer Duty impacts outsourcing arrangements - Pinsent Masons
Delegated Underwriting Authority roundtable: Our 10 key takeaways - Davies
Insourcing vs Outsourcing for Claims Management - what's best for your business? - Innovation Group
Financial sanctions targets by regime - UK Government
Whiplash Reform Programme: Information - UK Government
Delegated authority: outsourcing in the general insurance market - FCA

Claims centre and catastrophe management

Catastrophe Codes - Lloyd's Website
Sigma: Natural catastrophes in 2023 - Swiss Re
Alliance launches first joint qualification the certificate in climate risk - CII
Weather, Climate & Catastrophe Insight: 2020 Annual Report - AON
Capability Overview: Solution for Insurers - AON
Climate change: time for action - CII
Union of Concerned Scientists Report - UCSUSA

Claims technical management

Effective Counter Fraud Practices: Checklist for insurers and partners - ABI

Cost of claims management

Top 10 predictions for insurers in 2024 - Actuarial Post
Elite Insurance Company ceases writing new business - FCA
Insurance Europe - Annual Report 2021-2022
Insurance: Improving claims management - The Actuary
Bornhuetter–Ferguson as a General Principle of Loss Reserving
Controlling Claims Leakage Through Technology - IRMI

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