The General Insurance Code Governance Committee (CGC), an independent entity overseeing compliance with the General Insurers’ Code of Practice, is seeking feedback from individuals who have encountered expert assessors in the context of home insurance claims.
In an effort to scrutinise insurers’ handling of such claims, the CGC will assess perspectives from both ordinary consumers and professional representatives dealing with these assessors.
CGC Chair Veronique Ingram emphasised the need for transparency and enhanced practices within the insurance sector.
“We recognise the importance of addressing concerns and improving the overall experience for consumers in their interactions with insurance companies,” she said. “By calling out for people’s experiences on this element of the claims process, we hope to gather valuable insights that can help us identify areas of improvement and encourage better practices.”
The CGC has introduced a survey, which aims to understand challenges, successes, and potential areas for improvement in communication, processes, and outcomes when expert assessors are involved in claims.
The call comes on the heels of a CGC report from mid-2023, revealing that numerous initially denied claims were overturned upon appeal or complaint.
The report highlighted issues with the evaluation and reports provided by expert assessors, a critical element in the claims process.
“Following up on our inquiry on claims decisions, we want to explore some of the findings related to expert assessors,” Ingram said. “Having uncovered some issues, we want to identify where insurers could improve their processes for using expert assessors to help deliver better outcomes for consumers.”
The CGC encourages those who have engaged with an expert assessor in a home insurance claim to contribute by completing the survey, which will remain accessible until February 28, 2024.
