Decades Of Evolution: Claims Handling Today

It’s been almost 40 years, but how much has the claims space — and the role of a claims handler — changed since 1979? According to Chubb’s head of multinational claims, Graham Lambourne, who first began working in claims that year, the nature of the job and its wider importance within an insurance company has seen a transformation during the last four decades. “In my first days and years of claims handling it was a simpler world,” Lambourne said while speaking at the Uniglobal annual claims management conference. “We really are much more focused now on the customer — we have come a long way.”