Written by Vicky Churcher – Executive Director, IPTF
This project reveals the human side of claims assessing which is an emotionally demanding role where professionals balance policy rules with real lives in crisis. Through the perspectives of Phil Deacon, Dr. Rob Rosa, and three working assessors, it highlights the realities of making decisions that can change someone’s future, for better or worse.
Dr. Rosa’s piece focuses on moral injury, The emotional strain assessors face when they must decline claims that are technically correct but feel ethically wrong. These decisions can cause guilt, stress, and long-term emotional fatigue, showing how assessors often carry a silent burden in their work.
Drawing on his 30 years in the industry, Phil reflects on moments of both reward and hardship, from helping families through tragedy to facing hostility and grief.
The accompanying video reinforces this truth: claims assessors aren’t just administrators, they’re real people navigating tough conversations, emotional pressure, and the responsibility of getting life-changing decisions right.
Final thought: As an industry, we must focus on, and support the emotional wellbeing of assessors as much as the customers they talk to, because caring for those who carry the weight of these decisions strengthens the integrity and compassion of our entire Industry
