As regulatory oversight tightens and travel insurance claims grow more complex, do outsourced claims management companies need to step up from reactive provider to proactive partner? Neil Heasman, operations director at Charles Taylor Assistance, shares his insights in this month’s International Travel Insurance Journal.

He explains, “Outsourcing isn’t just about transferring financial risk and providing transactional services, it’s also about a third party investing strategically in the staff and tools that meet an insurer’s bespoke needs and adapting provision and capacity in line with these needs.

“Consumer Duty puts the onus on insurers to deliver good claims outcomes for all retail customers. So, as digital claims capabilities develop, it’s vital not to lose sight of the human skills that enable staff to manage complex communications, provide ‘white glove’ support for the vulnerable (and beyond) and amass the evidence to show that their support is effective.”