Legal Solutions Group


Claims handling best practice is a matter of education and centralisation. Gary Markham, chief executive at LSG, outlines the benefits of shared wisdom.


educating the workforce—can have lasting benefits for any firm. And the same is also true for the claims process.


C How important is education in strengthening the claims process?


There is a fallacy that claims are the butt-end of the insurance industry because of premium income which has been the driving force of insurance growth. But I think because of the economy and what has happened in recent years there has been a refocus upon claims and, with that, the education of the claims handler—the person truly at the coal face—has become all the more pressing. The education of these people—and I mean that in the broadest terms—and the tools they are given to be more effective in their jobs are essential components of this.


hange can be a daunting prospect for companies. Many fear the unknown and its potential pitfalls. But as Gary Markham, chief executive of LSG, explains, positive change—such as updating business practices, centralising information and


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