The Australian and New Zealand Institute of Insurance and Finance (ANZIIF) has introduced a new short course, “Getting it Right: Right Expert, Right Job, Right Time,” aimed at improving how insurance professionals use expert reports during the claims process.
The course responds to findings from the recent Parliamentary Flood Inquiry, which highlighted cases where claims were improperly denied due to misinterpretation or misuse of expert evidence.
The course is designed for claims managers and brokers, particularly those working with residential property damage claims. Participants will learn to:
Real-life case studies and examples are included in the course to illustrate the potential consequences of incorrect handling of expert evidence.
ANZIIF CEO Katrina Shanks emphasised the course’s value, stating that it will help insurance professionals access educations identified by legislators and regulators for sector improvement.
“This new course will ensure insurance professionals can access courses which have been
identified by legislators and regulators for areas of improvement in the sector in a timely and
relevant manner, to continually strive for better outcomes for customers,” she said.
The course launch aligns with broader efforts by the Insurance Council of Australia (ICA) to standardise the use of expert reports in claims.
The ICA recently introduced its “Expert Report Best Practice Standard,” which sets clear guidelines for insurers when engaging experts such as engineers, hydrologists, or builders.
The standard aims to ensure accuracy, impartiality, and transparency in expert reports and highlights the importance of clear communication and customer engagement. It also includes provisions for addressing the needs of vulnerable customers and verifying expert qualifications.
ANZIIF is also hosting a free webinar as part of its Thursday Thought-Leaders series to coincide with the course launch.
Titled “Reviewing Expert Evidence at AFCA,” the webinar will feature Chris Liamos, senior ombudsman for general insurance at the Australian Financial Complaints Authority (AFCA).
The session will focus on how AFCA evaluates expert reports during complaints processes and offers professionals insights into best practices for managing expert evidence in claims.
The “Getting it Right” course is the latest in a trio of short courses developed by ANZIIF to address key challenges in claims management.
The earlier courses, “Empathetic Claims Management” and “Creating Good Outcomes for Customers Experiencing Vulnerabilities,” provide targeted training for managing complex claims and delivering better customer experiences.
