The Income Protection Task Force (IPTF) has released the fifth story in its 7 Stories series focussing on the emotional impact of the role on claims handlers and the concept of “moral injury” among assessors.
It delves into what it truly means to work in claims and the empathy required, the psychological toll, and the balance between contractual obligation and human compassion.
This latest story brings together perspectives from:
- Dr. Rob Rosa, chief medical officer of Pacific Life Re, who examines Moral Injury and how assessors manage the emotional strain of delivering decline decisions.
- A Day in the Life of 3 Claims Assessors, featuring James Cowburn (Guardian), Chloe Lebas (Aviva), and Saima Hafiz (OneFamily), offering a candid insight into the challenges and rewards of their day-to-day work.
- Project leader Phil Deacon reflecting on his 30-year career in claims and how the role has evolved while remaining deeply human at its core.
Hilary Banks, chief commercial officer at Guardian, said: “This initiative captures something we don’t talk about enough, and that’s the emotional courage and professionalism behind every claim decision.
“We see our claims assessors as the lifeblood of our promise to customers. Their empathy, judgement, and humanity are what truly set this industry apart. Supporting their wellbeing isn’t just the right thing to do, it’s fundamental to maintaining trust and compassion at the heart of protection.”
Vicky Churcher, executive director of the IPTF, (pictured) added: “Our 7 Stories project reveals the emotional complexity of claims work and the importance of caring for those who carry the weight of life-changing decisions. This story reminds us that claims assessors aren’t just administrators. They’re people who deal daily with others’ most difficult moments.”