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Claims Handling in General Insurance training

Five microlessons on handling general insurance claims: ICOBS 8, the Consumer Duty, the Insurance Act 2015 duty to pay within a reasonable time, the claims process and claims-related complaints, with situational tests and a certificate of completion.

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Claims Handling in General Insurance (UK) course preview
5Short, TikTok-style microlessonsIn the browser or the iOS and Android apps

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  • 2Assessments
  • 5Microlessons
  • IncludedCertificate of completion
About this course

What the Claims Handling in General Insurance course covers

How a claim is handled shapes whether a customer trusts insurance again. This course covers claims handling in general insurance in five microlessons: the FCA requirements under ICOBS 8 and the Consumer Duty, the Insurance Act 2015 duty to pay valid claims within a reasonable time, practical claims handling from notification to settlement (including fraud indicators and subrogation), and handling claims-related complaints under DISP, including the eight-week rule and Financial Ombudsman Service referral rights.

Learning outcomes

What your people will be able to do

  • Apply the Consumer Duty to treat claimants fairly and avoid foreseeable harm
  • Meet ICOBS 8 obligations, including delegated and third-party claims
  • Judge a reasonable time to pay under section 13A and document why an investigation takes longer
  • Run claims end to end: notification, investigation, validation and settlement
  • Spot fraud indicators and apply the Insurance Act 2015 remedies and subrogation
  • Handle claims-related complaints to DISP standards and find root causes
Course contents

5 microlessons

Each microlesson is a short, TikTok-style video lesson, with knowledge checks along the way.

1Why Claims Handling Matters
2The FCA's Requirements: ICOBS 8
3The Insurance Act 2015: Paying Claims on Time
4How Claims Handling Works in Practice
5Handling Claims-Related Complaints

  1. Why Claims Handling Matters: The claim as the moment the promise is tested.
  2. The FCA's Requirements: ICOBS 8: Handling claims promptly and fairly under ICOBS 8.
  3. The Insurance Act 2015: Paying Claims on Time: The section 13A duty to pay within a reasonable time.
  4. How Claims Handling Works in Practice: Notification, investigation, settlement and fraud indicators.
  5. Handling Claims-Related Complaints: DISP timelines, final responses and root causes.
A 5Mins certificate of completion for Claims Handling in General Insurance (UK), lying on a desk next to a laptop
Certificate

A certificate for every learner who completes it

Learners finish every microlesson and complete the assessments. 5Mins then issues a certificate of completion for Claims Handling in General Insurance (UK).

  • Certificates and e-signatures stored against each learner
  • Audit-ready records, ready whenever an auditor asks
  • Completion shows on the Compliance Dashboard in real time
Audience and regulation

Who it's for and the law it covers

Who it's for

  • Claims handlers and claims team leaders
  • Staff at insurers, MGAs, brokers and delegated claims administrators
  • Complaints teams handling claims-related complaints
  • Compliance and claims quality assurance teams

Laws covered

  • FCA ICOBS 8 (claims handling). Insurers must handle claims promptly and fairly, give reasonable guidance and not unreasonably reject a claim.
  • Insurance Act 2015, section 13A. Added by the Enterprise Act 2016, it implies a term that insurers will pay sums due within a reasonable time, for contracts entered into on or after 4 May 2017.
  • FCA DISP and the Consumer Duty. Claims-related complaints follow the DISP rules, including the eight-week final response, and claims are part of the consumer support outcome.
How it runs in 5Mins

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  • RepeatRecurrence

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  • CertifyCertificates

    Certificates and e-signatures are issued and stored for every completion.

  • ProveAudit-ready records

    See who is complete, at risk or overdue on the Compliance Dashboard, and prove it any time.

Customer stories

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ComplianceCompliance Training Insurance, 205 colleagues 100%

compliance completion and pass rate since go-live

  • ~1 day saved on each compliance course (HR estimate)
  • Automated reminders and reporting

Since go-live, our compliance completion and pass rates are 100%, and it's the quickest we've ever got there. Automated reminders and reporting save us about a day per course.

Laura ChappellLaura ChappellHR Director, Collingwood
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ComplianceCompliance Training Insurance and emergency accommodation 87%

less session time, from 2.5-3 hour sessions to modules of 25 minutes at most

  • 12 monthly sessions a year, up from 3-4
  • 95% content creation time saved

Our compliance sessions used to be two and a half to three hours in a room, and we could fit in three or four a year. Now we cover one topic a month, and I can see exactly what people are retaining.

Lucy WybornLucy WybornDirector of Learning and Development, ICAB
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ComplianceCompliance Training Legal services 80%

completion on mandatory training, up from 20%

  • Mobile microlessons finished between calls
  • Manager view of each team's progress

We were sitting at 20% completion on our mandatory training. We're now at 80%. People finish short lessons between calls, on mobile, and managers can see where their teams are, so chasing completion is no longer a one-person job.

Jamie WaltonJamie WaltonGroup Learning and Development Officer, Winn Solicitors
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training log showing who did what, when, and the pass rate

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When I engage with the FCA, I can show that every team has had training tailored to their role, that it's up to date, and that it runs throughout the year, with a full log of who's done what.

Abdul GofurAbdul GofurHead of Compliance & Anti-Financial Crime, nsave
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Your questions answered

Questions about Claims Handling in General Insurance training

How long is the Claims Handling course?

It's made up of 5 microlessons, each under 5 minutes, so most people finish it in one sitting.

Is there a certificate?

Yes. Learners get a certificate of completion once they finish every microlesson and the situational tests. The record is stored in 5Mins for audits.

What does paying claims within a reasonable time mean?

Section 13A of the Insurance Act 2015 implies a term that insurers will pay valid claims within a reasonable time, which includes time to investigate. The third microlesson covers the factors that decide what is reasonable.

Does the course cover claims complaints?

Yes. The last microlesson covers recognizing claims-related complaints, the DISP timelines, final responses and the customer's right to go to the Financial Ombudsman Service.

Who should take this course?

Anyone who handles, oversees or reviews general insurance claims, including delegated claims administrators and the complaints teams who deal with claims issues.

Can I try the course first?

Yes. Request a free sample lesson and book a short demo with our team. After your demo, we'll share sample lessons with you so you can see the format for yourself.

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