The Institute of Claims Technicians (ICT) has called on the industry to be aware of the implications of the new General Insurance Code of Practice.

Secretary Tony Libke says the new code requires insurers, brokers, loss adjusters and other organisations to ensure their claims staff are adequately trained.

“The new code predominantly deals with claims standards and includes for the first time a section on claims training and expertise,” Mr Libke said.

Section 3.6 specifically covers training standards, stating that employees and service providers should not perform functions that do not match their expertise. The code also states they must maintain a current licence if required under legislation, and membership of a relevant professional body or sufficient expertise.

Claims-handling staff are expected to know the principles of general insurance and any relevant consumer protection laws, what to do in the event of a claim, product knowledge and the requirements of the code.

Employers will be required to keep training records for at least five years, measure the training’s effectiveness and offer additional training to deal with any deficiencies.

Mr Libke says there is a “growing need for an increase in claims training and for claims professionals to join a group that represents their professional requirements”.

ICT has worked with NIBA College of Insurance & Risk Professionals to establish an online, three-subject Certificate III level Statement of Attainment learning program as a result.