AUDIENCE
Lloyd’s and IUA carrier claims and operational personnel.

Following the Claims ECF Masterclasses and subsequent online training in 2016, the ECF Best Practice Focus Group are pleased to announce that a new programme will be delivered in the first quarter of 2018.

The Masterclasses will cover 3 key topics of interest for the claims community:

TOPIC 1: Claims Best Practice
In the previous masterclasses and online training, the focus was on behavioural changes that would positively impact the lifecycle of the claim to improve the customers experience and reduce duplication across the market. The average query rate has reduced by 1.5% (down from 8% to 6.5%) across all classes in that time but there is still plenty of room for improvement. In the first session we are refreshing the training based on the way we work supporting the SP&P and FAQs that we receive.

Market experts from each role – Broker, Lloyd’s MA, Company and XCS will be available for questions and discussion. Following the completion of the masterclasses, an online training module will be available.

TOPIC 2: System Enhancements in 2018
Throughout 2018, there will be some major changes to the systems we use and it’s key that the claims community understand what those changes are but most importantly understand the new functionality available to each party in the process to enable us all to work cohesively and continue on our journey to improve the lifecycle of the claim and customer experience.

The training will cover the following system changes:

-the new look and feel of the IMR
-CSRP and what that means for claims processing
-an overview of the ECF Binder Enhancement.

TOPIC 3: Single Claims Agreement Party
From the 01 February 2018, the Single Claims Agreement Party (SCAP) clause will start being included in MRC’s. This session will provide and overview of the operational process, which will be supported by the ICA guidelines. Included in this session will be some claim scenario’s explaining what each role would be required to do if the claim is handled under the SCAP arrangement.

This will be delivered by a panel of market experts from each role – Broker, Lloyd’s, Company and XCS and there will be plenty of opportunity for questions and discussion. Following the completion of the masterclasses, an online training module will be available.