Extensive evidence of second-hand trauma amongst claims handlers
Source: Asia Insurance Review | Apr 2024
A new report by New Generation Programme Claims group of Chartered Insurance Institute (CII) explores the second-hand trauma experienced by professionals in the insurance industry when handling distressing claims.
The 21-page report Traumatic and Distressing Claims: Do they impact claims professionals? published in February 2024, gathered quantitative and qualitative data from more than 200 claims handlers who had been exposed to traumatic cases from across the insurance sector.
Nearly nine in 10 (86%) respondents reported experiencing negative emotions after handling a distressing claim, including guilt, sadness, panic, anxiety and personal triggers. All lines of business were found to be impacted, but those operating in property, motor and casualty insurance were found to be most affected.
A CII media release said the respondents reported that the features that made claims particularly ‘distressing’ included loss, physical or mental suffering and life changing injuries. Respondents were found to be negatively affected by handling these claims both inside and outside the workplace, with 20% reportedly considering a career change based on their experiences.
Only one in five (22%) respondents said their employer had taken steps to ‘identify, prevent or manage instances where second-hand trauma could arise’, while more than half (56%) answered ‘no’ when asked: ‘If you suffered from stress or mental health problems arising from handling distressing claims, did you feel comfortable disclosing this to your employer?’
The New Gen group has set out a series of recommendations for employers based on their findings, including:
- Proactively ensuring the potential for second-hand trauma is understood across insurance companies.
- Encouraging employees to talk about their claims with colleagues, managers, or counsellors.
- Ensuring potential employees understand what the role entails and stating what support is available when handling distressing claims at recruitment stage.
- Providing appropriate training on dealing with vulnerable customers, such as those indicating suicidal ideations.
- Developing a culture of openness that does not penalise employees who are experiencing second-hand trauma. A