The Society of Claims Professionals has unveiled its objectives for 2020, ahead of its one-year anniversary. The society intends to address the public’s negative perceptions of claims and engage with the FCA’s guidance on dealing with vulnerable customers.

Chair of the Society of Claims Professionals, Sue McCall said: “Claims is one of the most customer-facing sectors of the insurance profession and by its very nature we are often dealing with customers in need of support and guidance.

“If we can get this right, we could really shift the way our profession is perceived in wider society,” she added. “I look forward to working with the board to address the key issues facing our sector in 2020 and beyond.”

Strategy and operations manager of the Chartered Insurance Institute, Matthew Hall said: “We often say that insurance is a promise to put things right when they go wrong, and so claims must be the proof of the promise.

“The claims sector is often judged on how we treat our most vulnerable customers, and it is vital we are able to identify vulnerability in its many different forms, offering the appropriate support and assistance to those in need,” he added. “Our work on customer vulnerability will continue to grow, and we look forward to taking the high-level guidance of the FCA’s consultation and helping our members translate this to good culture and behaviour in their organisations.

“Closely allied to this is our work on how we treat and support those within the profession who have particular needs. Like many professions, we must strive to do more to provide an inclusive and supportive environment.”

Since its launch, the SOCP has produced guidance on a diverse range of topics including subsidence, disputed claims and fraud.

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