The Income Protection Task Force (IPTF) has launched ‘7 Claims Stories’ a project led by industry expert Phil Deacon.
The initiative aims to shine a light on the income protection claims process and provide the industry with a clear roadmap for improving every aspect of the income protection claims process.
The collaborative project is designed to share insights, educate, and create actionable strategies that could improve claims pay out rates, enhance customer perceptions, and reduce both misrepresentation and processing costs.
By drawing on real-world examples and the expertise of claims experts within IPTF members, it will also try to understand what a seamless and supportive claims journey for consumers and advisers should look like.
Deacon (pictured) 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 IPTF member, 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.”
Key Focus Areas
The project is structured around seven critical themes, each addressing core aspects of the claims process:
The role of advisers in claims
Defining advisers’ responsibilities before, during and after claims initiation and highlighting how advisers can gather evidence to expedite claims and deliver better outcomes.
Understanding and tackling misrepresentation
This will be split into two parts.
Part one will define misrepresentation, why it occurs, and how it is managed under the ABI Code and CIDRA.
Part two will highlight strategies to address misrepresentation for better consumer outcomes, with guidance on driving better disclosure and avoiding common pitfalls.
Value-added services in claims
Exploring the benefits of value-added services like vocational rehabilitation, return-to-work programmes, and other supportive measures.
Demystifying financial claims assessments
Equipping advisers with knowledge about evidence requirements, income validation, and managing customer expectations.
A day in the life of a claims assessor
This will offer a behind-the-scenes look at the claims process from an assessor’s perspective, including challenges and rewards.
Best practice development
This will create a model for advisers that streamlines claims processes, reduces inefficiencies, and promotes trust and will use practical tools and checklists to promote transparency and reduce misrepresentation.
The IPTF is inviting the industry to participate in the discussions, share insights, and adopt the best practices developed through 7 Claims Stories and will be sharing insights and content on its social channels and website.
