Claims a valuable learning tool

“What we as advisers learn through the claims process is really important… the value you bring makes you stronger.”

Church, who is head of client engagement at Insurance People, said it would usually have about five significant claims every month, as well as countless medical and fire and general claims every day.

Each time she was involved in a claim, she would pick up more knowledge about what clients faced, how individual each person’s journey was, how everyone coped differently and needed something different from an adviser, the value of a passionate and caring advocate, and the importance of having the right cover in the first place.

“Claims have formed the way we give advice now and the way our standards are created.”