C-MAP
C-MAP – the Claims Management Analysis Programme – was developed by Laing Advisory with the following aim in mind: to provide the industry with a structured and transparent analysis of the claims management operations of participating insurers, such that a comparable and supportable measurement can be made of the customer claims ‘experience’.
Background
For many years Sue Laing has taken an active interest in the area of risk product research, including co-founding, building and taking to market the first research provider, Life Research, in 1991. Product research is not an end in itself but a means to assist advisers to eliminate the less suitable insurers and/or products from their choices (and select the more suitable) when making insurer and product recommendations to clients.
As it stands now, advisers using research are selecting product in a measured way but they are not selecting insurers in any way other than by personal experience and anecdotal evidence of the underwriting and claims management practices.
It has always been of concern that the evolution of risk product research has narrowed down the formal methods by which selection of recommendation is made, to the product wording and to some extent the price. The
raison d’etre of life insurance companies is to pay claims and by implication in a service industry, to manage those claims efficiently for all parties.
There have on a few occasions over the years been insurers who have published claims statistics and this is perhaps a step in the right direction only in terms of transparency and to imply an adviser and client focus. It is not a useful measure, however, of what the claims experience will be for any one client, when they are most in need of solid support.
Researchers need to add more meaningful measures to their offerings but have had no source of data or the resources or drive to develop such a source. C-MAP will deliver such a means.
Structure of the Analysis Process
Over 120 elements and processes of claims management are assessed using, variously: claimant files, internal documentation and reports, dispute records, documentation supporting human capacity and other sources of information within the claims department.
Five broad categories are measured and given an A, B or C rating; the insurer is then given an overall company rating of A, B or C.
A comprehensive report is compiled for the insurer and the high level ratings and overall company rating can be provided to industry researchers for publication to their users if the insurer so chooses.
Interested insurers please contact
laingadvisory@theriskstore.com.au