Risk Management Standards

Claims management
Casualty Risk Management

The above information should be reviewed regularly by senior management for developing trends which are tracked, discussed and acted upon. Investigate all alleged accidents and work related absence thoroughly, particularly lost time/Riddor incidents, identify those likely to become claims and inform the insurer/broker promptly. QBE recommends that all records relating to accidents should be retained for at least four years from the alleged date of an accident or, if the injured person is a minor, four years after they reach the age of 18. Utilise available occupational health and Rehabilitation services, pre-employment medical examinations, health surveillance and early return to work services such as QBEs Minor Injury Management Service (Mims) product. Record time and money spent on risk improvements arising from accidents/incidents and communicate the positive outcomes and impacts of successful interventions across the business to mitigate claims. Ensure standard disclosure documentation and other key evidence for potentially defending claims are saved, archived and readily retrievable as and when required. Authorise members of staff to engage with Insurers, loss adjusters, panel lawyers and have liability decision making authority. Train these decision makers on key liability parameters and to make the right decision at the earliest opportunity to minimise costs, both insured and uninsured. Ensure the early supply of earnings information, absence periods and payments made during those periods for early quantification to assist the claims process and minimise costs. Liaise with your broker and liability insurer during the claims life cycle so you are aware of progress/issues with claims. Request claims review meetings with your Insurer/ loss adjuster for periodic updates and to ensure risk management failings are identified and acted upon. Be aware and understand claims reserves and how they can impact renewal negotiations.

For many organisations, claims management and administration is viewed as a service operation and often under utilised as a mechanism for learning. Organisations seeking best practice claims management will view their claims as an opportunity to improve and minimise both insured and uninsured costs. Valuable information is available by capturing, extracting and analysing claims management information effectively. Claims information and data can reveal insights into other performance areas e.g. organisational behaviour and culture, health & safety performance trends and key management failings. For risk management decision makers, the challenge is to effectively record, extract and use the valuable information available from within the health & safety management system by working in partnership with external supply partners, such as insurers and intermediaries. The following principles will help an organisation achieve optimum claims settlements.

Best practice
Ensure your health & safety management system is capturing crucial data such as accident and absence frequency, lost time incidents, causation factors, location trends, audits and inspection data etc, within a timely manner. For our preferred supplier of web based H&S Management systems, see www.AssessNET.co.uk

Consider insured and uninsured costs for where future improvements/savings can be made. Keep decision makers abreast of civil/criminal law amendments, subscribe to regular updates from panel lawyers, QBE monthly claims technical updates, http://www.qbeeurope.com/risk-management/subscribe.asp and specialist information providers such as Croner, Barbour etc.

Further information
For more information please visit: www.QBEeurope.com/rm or email us on RM@uk.qbe.com

Future action and further guidance

www.qbeeurope.com/risk-management/health-safety.asp www.AssessNET.co.uk www.qbeeurope.com/business/rehabilitation.asp

QBE European Operations

Plantation Place 30 Fenchurch Street London EC3M 3BD tel +44 (0)20 7105 4000 fax +44 (0)20 7105 4019 enquiries@uk.qbe.com www.QBEeurope.com

Disclaimer
This publication has been produced by QBE Insurance (Europe) Ltd (QIEL). QIEL is a company member of the QBE Insurance Group. Readership of this publication does not create an insurer-client, or other business or legal relationship. This publication provides information about the law to help you to understand and manage risk within your organisation. For full details of the disclaimer surrounding this publication please visit http://www.qbeeurope.com/legal/publication-disclaimer.asp
4202/QBERMStandards/ClaimsManagement/Jan2013 QBE European Operations is a trading name of QBE Insurance (Europe) Limited and QBE Underwriting Limited. QBE Insurance (Europe) Limited and QBE Underwriting Limited are authorised and regulated by the Financial Services Authority. QBE Management Services (UK) Limited and QBE Underwriting Services (UK) Limited are both Appointed Representatives of QBE Insurance (Europe) Limited and QBE Underwriting Limited.