Cunningham Lindsey UK

Training and CompetenceRegulationThe rules for claim handling in the Insurance Conductof Business Sourcebook (ICOB 7) say that “An insurershould refer to the guidance set out in the Training andCompetence Sourcebook (TC1 - Commitments) inrespect of the competence of any person who carriesout claims handling on its behalf”.In summary the Commitments in respect of claimhandlers are that:• They are competent• They remain competent for the work they do• Their competence is regularly reviewed• They are appropriately trained and supervisedNB:The FSA do not prescribe any particular qualifications orbenchmarks for claim handlersCunningham Lindsey UK ResponseWe have a very detailed program for training staff fromthe moment they join the firm when an individuals'needs are assessed and a personalised plan is put inplace to ensure that they are competent for their role.Thereafter all staff have regular performance appraisalsto ensure their development continues to reflect anychanging job needs.To further evidence compliance with FSA regulations,we have developed our networked IT system to recordeach employees:• Job role• Competencies required for that role• Competencies that have been attained/are stillrequired• Level of authority, supervision and licensing withautomatic notification to management when licencelimits are exceeded“Annually our training costsare in excess of £700k and ourcurrent budget maintains thiscommitment.”20 Cunningham Lindsey UK Training and Competence 21