The Claims Capability Framework for new entrants sets out the skills and experiences a claims adjuster is expected to develop within their first two years in the London market. By creating this framework, the market aims to demonstrate its commitment to delivering consistent, high-quality foundational learning for the claims profession.
What is the framework?
The framework provides a clear standard for claims capability and aims to raise the bar by delivering consistent, high quality foundational learning for the claims profession. It consists of:
- Claims capabilities – the baseline level of technical knowledge and skill development for new claims entrants across the London market, to be achieved within two years.
- Learning resources – examples of how organisations might support the development of the claims capabilities. These are suggestions, not requirements.
How was it developed?
This framework has been co-created by market participants, ensuring it reflects both current practice and emerging skill requirements. Thirty-seven individuals from 25 market firms contributed to its development – with representation from Heads of Claims, Claims Managers, emerging claims professionals and HR/L&D specialists across LMA and IUA membership and the broking community. Rosie Chopra, Course Director of MSc Insurance & Risk Management at Bayes Business School also supported the process through facilitation and bringing an academic perspective.
Market adoption & Beta version
By continuing this collaborative approach, we hope the framework becomes a standard the market can confidently endorse and work towards when developing new claims professionals. Our goal is to ensure these claims capabilities are applied consistently across the market. Many firms will already cover several of these areas within their existing frameworks. How you choose to deliver and embed the capabilities will be unique to your organisations, provided that the outcomes remain aligned with the standard expected.
To move to a point where the market could formally subscribe to the standard (meeting the core claims capabilities), we recognise the need for a period for review, testing and adoption. The framework is therefore being released as a beta version. This provides space for market participants to test the framework, raise questions and suggest iterations.
Support and guidance
To accompany the framework, we have produced an Implementation Guide outlining options for how it can be integrated into your own organisations. This is advisory rather than prescriptive; the framework is intentionally flexible so each organisation can adopt it in a way that works for them. We have also produced a Frequently Asked Questions document.
