The Income Protection Task Force (IPTF) has launched a project called ‘7 Claims Stories’, led by industry expert Phil Deacon (pictured).
The aim is to improve the income protection claims process and provide a clear roadmap for enhancements in this area.
The project was designed to share insights, educate, and create strategies to boost claims payout rates, improve customer perceptions, and cut misrepresentation and processing costs.
The project focuses on seven themes related to the claims process, including the role of advisers in claims, where responsibilities before, during, and after claims initiation are defined.
It also looks at understanding and tackling misrepresentation, which is broken into two parts: one defining misrepresentation and the other focusing on strategies to improve consumer outcomes.
The project will explore value-added services in claims, such as vocational rehabilitation and return-to-work programs.
It aims to demystify financial claims assessments, equipping advisers with knowledge about evidence requirements and managing customer expectations.
There will also be a segment on a day in the life of a claims assessor, offering insight into their challenges and rewards.
Finally, best practice development will create a model for advisers that streamlines claims processes, reduces inefficiencies, and promotes trust, using practical tools and checklists for transparency and to minimise misrepresentation.
Deacon said: “This initiative is about more than improving metrics—it’s about building trust and demonstrating that income protection insurers are committed to doing the right thing.
“With practical tools, case studies, and best practices, we aim to deliver meaningful insight and education across the industry.”
Julie Godley, director – intermediary, retail protection at Legal & General, said: “We welcome and support the launch of the ‘7 Claims Stories’ project.
“It’s great to see a focus on transparency and customer-centric practices.
“Collaboration and commitment to continual improvement are essential for our industry.
“By highlighting the good work already being done and addressing existing challenges, we can build trust and achieve better outcomes for our customers.”
