Asteron: first insurer to audit claims process

Asteron has completed the first pilot of C-Map, the only currently available audit process that enables insurers to measure their claims management function.

Asteron head of claims Antony Vriens said the process was of huge value to the organisation, allowing them to examine internal processes from the perspective of claimants.

He said: “We actually see claims as an incredibly important part of what we do, and I think the audit allows us to look at our processes very much from a customer facing direction.

“It confirmed a lot of the areas that we have been working on around our communication to clients, and delivering it in a ‘plain English’ way, and also the fact that our clients don’t always understand the insurance, or policies, they have. It’s up to us really to explain them and guide them through that process.”

According to Laing Advisory Services principal Sue Laing, who conducted the C-Map process: “All parties were extremely happy with the results, which had some unexpected outcomes.

The findings have also supported Asteron’s own internal project work.

C-Map produces five ratings, covering areas such as procedures and operations, communications (to claimants, advisers, professionals [eg, doctors] and reinsurers), complaints handling and the knowledge and experience of claims teams, including how they manage any legacy products.

An overall rating of A, B or C is then assigned to the insurer’s claims division.

Genesys has since stated that it will use C-Map as part of its research process for its recommended list of risk products.

Risk adviser Col Fullagar said: “We are giving all insurers a six months lead-in, and after that time eligibility for the Genesys recommended list will include having been independently audited.

“If you haven’t had the audit, your products won’t be on the list.”

Vriens added that he hoped to see other insurers complete C-Map in the future. He said: “As an insurance company, we want to get closer to our customers and improve our reputation.

“It’s good for the industry as a whole, because you always hear the bad claims stories, and this is a valuable process.”

Laing added: “Ultimately, we aim to create industry benchmarks for the claimant experience, although this will only be possible after 10 insurers have completed the audit process.”