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 high-quality foundational learning for the claims profession.

What is the framework?

The framework provides a clear pathway for claims capability and aims to raise the bar by delivering consistent 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

By continuing this collaborative approach, we hope the framework becomes a pathway 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.

Support and guidance

We have created a progress tracking document designed to help individuals track their own progress and capture reflections.

Each tab represents a section of the framework and breaks down each of the claims capability statements. Individuals can use the document to self assess progress, capture evidence points and supervisor comments, to the extent that is useful.

We have also produced a Frequently Asked Questions document.