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996 Strategic Claims Management

Navigating your ACII

Using This Course (3:28)
Approaching Coursework (11:45)
The Marking Grid (10:01)
Referencing (8:01)
ACII Journey Mapping (10:26)

Interviewing the Industry

MARK BUTTERWORTH - Outsourcing risk - SLAs- Auditing (12:32)
SUNEETA PADDA - Business ethics - CSR - ESG - Accountability (5:28)
SUNEETA PADDA - Value chain - Customer centricity - Customer journey (2:14)
THERESA FROEHLICH - Assets - People management - Human capital - ESG (6:45)
ROSEMARY BEAVER - Business ethics - Business failure - Corporate governance (8:31)
ROSEMARY BEAVER - Emerging risks - Climate change - Latent risks (7:16)
ROSEMARY BEAVER - Corporate Governance - Regulators - ESG (2:44)

Technical Topics

Emerging Risks (16:37)

Refreshers

Enterprise Risk Management (2:42)
UK Regulation of Insurance (6:09)
Claims Agreements (2:18)
Claims Information (3:24)
Reserving (3:55)
Business Continuity Management (3:17)
Emerging Risks (4:32)
Types of Claims Handling Authority (1:54)
The Delegated Claims Handling Process (2:55)
Operational Risk (2:36)
Deciding to Delegate (2:31)
Strategy Planning (1:30)
Decision Making and Management Information (3:04)
Role of a Claims Leader (1:10)

Concepts ‘in a nutshell’

Blockchain in a Nutshell (1:47)
Nanotechnology in a Nutshell (2:03)

Perspectives & Scenarios

SWOT and PESTLE (22:11)

Real Time Research

Strategy and Values (10:33)
AIRMIC Claims Handling Best Practice (10:17)

Snip-it Summaries

Data Protection (2:40)
Control Models (1:59)
Defining Stakeholders (1:08)
Artificial Intelligence (2:43)
Environmental, Social and Governance (ESG) (2:54)
Consumer Duty (3:32)

Research Resources

996 Strategic Claims Management Specimen Coursework
General ACII resources
Lloyd's Annual Report 2022
Lloyd's Annual Report 2023
CII Credit Calculator
CII eLibrary

Strategic claims management within the insurance value chain

Value Chain Analysis - Harvard Business School
Insurance value chain: Personal insurance - KPMG
(Re)Insurance Value Chain: Feedback Statement - EIOPA
Revolutionising the insurance value chain with generative AI - EY
VRIO Framework Explained - Strategic Management Insight
Value chain analysis - Strategic Management Insight
Risk appetite explained guides - AIRMIC
Enterprise Risk Management - IRM
Enterprise Risk Management: An overview - Reuters
General Insurance Code of Practice - Insurance Council Australia
California Department of Insurance - Regulations and Guidance Website
Buncefield response - Health and Safety Executive
Global Risk Management Survey - AON
Information Commissioner’s Office (ICO) Website - Enforcement action
The Insurance Fraud Bureau - MIB Website

Impact of regulation on the claims strategy

What is the Prudential Regulation Authority (PRA)?
Reserving - Lloyd’s
Understanding complaints root cause analysis - FCA
Regulation among key concerns for insurance firms in 2024 - Insurance Times
2024 Insurance Regulatory Outlook - Deloitte
Financial Crime - International Sanctions and Regulatory Risk - Lloyd’s
UK outsourcing expectations - Herbert Smith Freehills
Consumer Duty Resources - FCA
Individual conduct rules (COCON) - FCA
CII Code of Ethics
UK GDPR Guidance and Resources - ICO
Fair Claims Settlement Practices Regulations - California Department of Insurance
General Insurance Value Measures Data 2022 - FCA
Delegated authority: Outsourcing in the General Insurance Market
Outsourcing and Third Party Risk Management - PRA
LIIBA Website - Representing Lloyd’s Insurance Brokers
LMA Website - Lloyd’s Market Association
IUA Website - International Underwriting Association
LMG Website - London Market Group
Lloyd’s Website
Principle 4: Claims Management
Principles for doing business at Lloyd’s
Delegated Claims Administrators (DCAs) - Lloyd’s
Principle 5: Customer Outcomes - Lloyd’s
Lloyd’s Claims Lead Arrangements
Single Claims Agreement Party - Lloyd’s

Developing a claims strategy

Corporate culture - FRC
Building a culture of integrity - CII
Creating a winning culture - PWC
Perceptions of insurance business culture - Browne Jacobson
Porter’s Five Forces - Harvard Business School
Porter’s Five Forces - Forbes
Why benchmarking alone isn’t enough in today’s risk landscape - WTW
Insurance 360 Benchmarking Tool - McKinsey
Strategic Management Tools - Masterclass
A study of major risk events: their origins, impact and implications - Airmic
A strategy for positive change: our ESG priorities - FCA
Enhancing climate-related disclosures by asset managers, life insurers and FCA-regulated pension providers - FCA
The Chartered Institute of Loss Adjusters (CILA) Website

Analysis of resources and strategic planning

Professional Map - CII
The Insurance Competency Framework - CII
Association Project Management Awards - APM Website
Finalised Guidance on Fair Treatment of Vulnerable Customers - FCA
Tuckman - Forming, Storming, Norming and Performing in Groups - Infed

Financial impact of the claims strategy on the business

Insurance transformation - KPMG
Are you carrying legacy claims on your balance sheet? WTW
The economic climate’s impact on insurance providers’ balance sheets - Marsh

Leadership in the claims context

Claims workforce of the future: 2030 - PWC
Managers and Leaders: Are they different?

Leading to achieve the performance of the plan

What is a balanced scorecard? Harvard Business School
Ethics and claims: An overview for insurers
Conflicts of interest - Marsh
Systems and controls SYSC - FCA Handbook
Training and Competency TC - FCA Handbook
Your Professional Claims Community - CII
Code of Ethics - CII
Diversity and Inclusion: Our role as a regulator - FCA
UK Corporate Governance Code - FRC
Managing Financial Risks from Climate Change - Supervisory Statement - PRA
The Institute of Customer Service Website
Addressing Gender Bias in Artificial Intelligence - CII
National AI Strategy - UK Government
Guidance on AI and Data Protection - ICO
Big Data, Artificial Intelligence, Machine Learning and Data Protection - ICO
Financially Inclusive Customer Outcomes - CII
DEI Blueprint Progress Update 2023 - ABI

Wider issues affecting claims strategy

How to write a business continuity plan - AXA
Creating a business continuity plan - JP Morgan
Catastrophe modelling and climate change - Lloyd’s
Lifetime Value Calculation - CFI
Customer Lifetime Value (CLV) in the insurance business - PWC
Insurance: a roadmap for digital claims transformation - Grant Thornton
How do you leverage AI to streamline insurance claims? EY
Opting in: Using Internet of Things - Deloitte
How Internet of Things and Telematics are transforming insurance - FinTech
What every insurance leader should know about cloud - McKinsey
Leading the Way to Resilience - BCI Website
TSB fined £48.65m for operational resilience failings - FCA
Airmic Website
Guidance for firms outsourcing to the ‘cloud’ and other third party IT services - FCA
Catastrophe Modelling Guidance for Non-Catastrophe Modellers - LMA
Systemic Risk of Modelling in Insurance - Amlin
Global Insurance Run-off Survey - PWC
Insurance Insolvencies - FSCS
Insurance Technology Vision - Accenture
Digital Ecosystems for Insurers - Internet of Things - McKinsey
Liberty Mutual Reduces Costs, Improves Time to Market by Going Serverless on AWS
Exploring Public Trust in Technology and Data - CII
Lloyd’s Lab Website
Claims in the digital age: How insurers can get started - McKinsey
Behaviour change study on physical activity - Vitality
What does cyber insurance cover? ABI
Supreme Court Judgment in FCA’s Business Interruption Insurance Test Case - FCA
Synthetic Biology - US Government
Antimicrobial Resistance (AMR) - NHS
State of the Connected House - TechUK

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