Household/Motor Claims Handling

Cornish Mutual
Tuesday, 15 October 2019
2:00 pm – 5:00 pm
    • Dave Hole, Searchlight

This presentational workshop is suitable for those already working within a claims environment who wish to increase their technical knowledge of handling household and private motor insurance claims.
This workshop will supplement the real-life experience of handling claims day-to-day.

Workshop Objectives


  • Describe how more complex types of household insurance claims are handled

  • Outline common types of construction and explain some of the key issues these present when handling claims

  • Explain the options open to an insurer under the contract when settling claims

  • Describe common areas of confusion and or dispute, including appropriate means of resolving them

  • Outline how personal liability claims are handled

  • Identify fraud indicators and the process of investigation into potentially fraudulent claims


  • Reinforcing the basics of motor claims handling.

  • Becoming familiar with the status that insurers may adopt in the event of policy coverage issues

  • To learn the fundamentals of third party claims handling, both property and injury

  • To update knowledge on recent developments concerning third party injury claims

Workshop Content


  • Managing customer expectations

  • Claims, including storm, theft, subsidence, flood, underground services, burst pipes, impact and alternative accommodation

  • Buildings claims, including construction

  • Claims settlement options, including replacement goods and the impact of underinsurance

  • Claims negotiations

  • Complaints procedures

  • Utmost good faith including the impact of the Consumer Insurance (Disclosure and Representation) Act

  • Fraudulent/exaggerated claims

  • Declining claims

  • Personal/occupiers/property owners liability claims


  • What happens when policy coverage is at issue?

  • Contractual Insurer, RTA Insurer. Article 75

  • Key elements of establishing liability in the event of RTAs

  • Common heads of claim

  • Key recent developments concerning areas such as whiplash, Ogden etc.

  • CMA House
  • Newham Road
  • TR1 2SU

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

3 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at