The General Insurance Code Governance Committee (CGC) is currently conducting a comprehensive survey to assess the management of home insurance claims by insurers. Seeking input from individuals who have encountered expert assessors during home insurance claims, the CGC aims to gauge the experiences of both regular consumers and professional representatives, according to an official statement released by the committee.
The primary objective of the survey is to gain insights into the challenges, successes, and areas requiring enhancement in communication, processes, and outcomes when expert assessors are involved in insurance claims. CGC Chair Veronique Ingram emphasized the committee’s commitment to promoting transparency and advancing best practices within the insurance industry.
“We recognize the importance of addressing concerns and improving the overall experience for consumers in their interactions with insurance companies,” stated Ms. Ingram. “By soliciting people’s experiences on this aspect of the claims process, we aim to gather valuable insights that can assist us in identifying areas for improvement and promoting better practices.”
The call for feedback on experiences with expert assessors follows a report published by the CGC in mid-2023, revealing that many initially denied claims were being overturned on appeal or after a complaint. The report highlighted issues with the evaluations and reports of expert assessors, a crucial component of the claims process.
Ms. Ingram elaborated on the motivation behind the survey, stating, “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 survey is open for participation until February 28, 2024. This initiative underscores the CGC’s commitment to proactively address issues within the insurance industry, ensuring a more equitable and satisfactory experience for insurance consumers.
