Claims Focus 2021, No. 1
Issue: July 2021
L/H General Industry
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English
By Patricia Bailer, Life/Health Global Chief Claims Officer, Portland
Mary Enslin, Life/Health Global Claims Manager, Cologne
Clio Lawrence, Life/Health Claims Manager, London
Carolin Heere, Training Specialist, Cologne
Gerhard Riedel, Senior Training Specialist, Cologne
The computer scientist Larry Tesler once stated that the complexity of a given task cannot be reduced beyond a certain point. Once that point is reached, the only option you have is to shift the burden around.
Claims assessment has never been an easy job. It is characterised by enormous complexity, which has increased even more due to the pandemic and its consequences. With this edition of Claims Focus we would like to shift some of your burden as we believe that knowledge sharing and exchange is of the upmost importance when dealing with challenging tasks.
In edition 1/2021, we analyse cognitive biases (i.e. subconscious patterns of error), since being aware of these biases can improve the assessment process and thus the service provided to clients. Speaking of service: We share part two of the results and insights from the Gen Re International Claims Consistency Survey. The survey was conducted before the spread of COVID‑19, therefore our authors now link their findings to the current pandemic-related challenges.
Finally we introduce the Gen Re Mental Health Think Tank – a project that addresses the diversity of mental illness, its global increase and the implications for claims assessors.
