The results of our latest poll suggest the majority of the adviser community is reasonably comfortable with the prospect of outsourcing disputed insurance claims to external specialists.
As we go to print, almost two thirds (63%) are of this view, but just over one in four advisers (27%) disagree with the poll statement and are therefore indicating they prefer to manage all their claims in-house, regardless of the sometimes complex or disputed elements associated with some claims (see: Latest Poll – Disputed Claims).
There exist at least three factors – two of them connected – contributing to what may be a greater willingness on the part of advisers and advice practices to outsource their disputed or complex client claims to specialist third parties:
- Increasing inability to fund the cost of supporting complex or disputed claims within the advice business
- The emergence of specialist industry claims support services (as opposed to external legal firms), where the advice firm remains in control of the client relationship
- An increase in the number of disputed claims complaints being submitted to AFCA (more on this next week)
In the meantime, every advice practice, be they risk specialist or holistic, continues to weigh the merits of seeking external support when it comes to helping manage disputed and complex claims in an advice sector which continues its seemingly endless evolution within an ever-changing consumer world.
Our poll remains open for another week and we welcome your further thoughts…
