Story 5 of our 7 Stories initiative highlights the real experiences of protection claims assessors – work that extends far beyond processes and policy wording. This project was designed to show the human side of claims: the rewarding moments, the emotionally difficult conversations, and the impact assessors have on people’s lives.
This instalment brings that to life through three elements: an article by Chief Medical Officer Dr. Rob Rosa on moral injury and the strain of delivering difficult decisions; a short video following three assessors in their day-to-day roles; and a reflection on how claims work has evolved while its emotional core remains unchanged. Together, these pieces reveal the depth, pressure, and humanity within claims assessment, and underline the importance of supporting the wellbeing of those who carry this responsibility.
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Moral Injury
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The Role of a Claims Assessor
This short video follows three industry Claims Assessors: James Cowburn from Guardian, Chloe Lebas from Aviva, and Saima Hafiz from OneFamily. Hear their stories as they share insights into how they approach their roles, the challenges they face, and what they find most rewarding about their work.
Summary
Vicky Churcher, Executive Director at the IPTF, concludes this story with her reflections on the emotional demands of claims assessment and a final thought for the industry.
”I had the chance to watch it and I must say, it is incredibly impactful. The video truly brings to life the vital work that claims assessors do every day. The authenticity and honesty of the content are evident.
Jim IslamCEO, OneFamily
