60 seconds with... Laura Probyn

The Claims Transformation Programme at Lloyd’s is not only changing the way claims are handled within the market, but is also helping develop the people who handle them. The Claims Practitioners Programme gives high-potential claims practitioners the opportunity to enhance their skills and specialist knowledge early on in their careers.

We asked Laura about her experience of completing the course:

Why did the Programme appeal to you?

I thought it would give me a broader perspective on life. As a senior claims adjuster, it was very easy to do the day-to-day claims handling and file management that the role involves without ever thinking outside that box. The Programme offered me the chance to develop management and leadership skills which will be useful as my career progresses.

What areas did the course cover?

We completed three modules during the year. The first was the highest level, and included looking at risk and performance management from the perspective of a claims director, and at the market as a broad spectrum.

The second module focused on business planning and strategy, relationship management and the work of the Lloyd’s Market Association. The final module was much more granular and included topics such as delegated underwriting along with a trip to the Royal Courts of Justice.

How has your approach to claims changed?

The Programme gives you a greater awareness of other functions within the business, and how claims management might have an impact on them. For example, risk management - as a claims handler, that’s something you wouldn’t usually consider. The Programme also focuses on personal development training such as managing teams, getting the best out of people and dealing with difficult situations.

The Lloyd's Claims Practitioners Programme has been invaluable in helping develop these and other skills, which I can now put to good use in my new management role.

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