Resources, skills and management controls

Principle
Managing agents should have appropriate claims resources, skills and management controls in each line of business they propose to write.

Minimum standards

  • Evidence of planned claims resourcing and succession planning for intended business portfolio.
  • There are job descriptions for each role.
  • Required skills have been identified and are being developed and supported via appropriate training and development processes.
  • Claims handlers have authorisation levels, which are reviewed and adjusted as circumstances require, and used as a management tool.
  • Performance criteria are explained to claims teams and individuals.
  • There is a structured process of annual performance review, used for learning and the management of performance.
  • Management controls/audits are used to monitor adherence to required standards.
Last updated on 08 May 2007