Written By Phil Deacon, IPTF 7 Stories Lead
When I first pitched the idea of a claims-focused project to the IPTF, my aim was to shine a light on what it’s really like to be a claims assessor and the wide range of scenarios they encounter, the deeply rewarding aspects of the role, and the moments that are immeasurably difficult. While the project has since grown to explore broader themes that affect not just claims but the industry as a whole, I’m especially pleased that we’ve retained this core focus. It now comes to life through three distinct pieces in this piece, our Story 5, including a powerful video featuring three assessors sharing their experiences.
This first article by industry Chief Medical Officer Dr. Rob Rosa focuses on a specific and often overlooked aspect of the job: the emotional impact of delivering difficult decisions, particularly when a claim is declined. He explores the concept of moral injury and the psychological strain that can occur when assessors are required to deliver decisions that are technically correct but feel personally uncomfortable with because of the impact it will have on someone. It’s a powerful reminder that claims work isn’t just about following processes or applying policy terms and conditions; it’s about people, and the emotional toll that comes with being the one to bare what can often be life-changing news.
