Jeremy Trott, non-executive director of the Society of Claims Professionals (SCP), has praised how the insurance profession adapted to the challenges of Covid-19 by showing “an incredible amount of intuition and entrepreneurship”.
Reflecting on the events of the last 12-months, Trott said if you told him back at the beginning of this year everything the profession would have to cope with he would have said “you were reading from a film script”.
He said March’s operational challenges due to the Covid-19 lockdown had driven new ways of remote working’ and had seen the sector face “the minefield” that has been business interruption claims. Alongside the Financial Conduct Authority taking the profession to court.
Throughout this time, Trott said he has been “immensely proud” of how individuals and businesses have tried to keep their employee and customer base supported.
Trott said: “That included the changes that a number of insurers made to recognise additional activities that businesses need to do to stay afloat – for example, restaurants becoming takeaways, taxi companies turning to delivering food – and more generally, support for any humanitarian work that individuals were taking on.
“Most of this, insurers automatically covered from the various insurance angles, as well as offering their own employees different and varied ways of keeping in touch, with a particular focus on mental wellbeing.”
He added that lessons have been learned from the events of 2020 across the industry.
He said: “We need to ensure we take this learning into the challenges of the future – culturally, we can be confident that we can achieve what we might not have thought was possible, with the right attitude and approach.
“We might initially fail but this is often the way we learn the most; and to seek perfection at the first attempt is rarely possible and often restricts progress in the long run.”
He added: “As we go into 2021, there is still a considerable amount of uncertainty that we need to deal with – and my advice would be that we are just going to need to get more comfortable dealing with that uncertainty, rather than trying to change it.”