Training delivers best service for claims customers and insurers

Claims handlers and customer service advisors at Catalyst Services UK have been undergoing internal training to develop their knowledge and skills in relation to belowground services.

The company’s Head of Technical and Network led the training sessions, which are a regular feature of working life at Catalyst.

Paul Duddle said: “Catalyst takes maintaining its expert knowledge and associated technical capabilities very seriously. It’s central to our ability to provide our insurance clients with the best service.

“It can be difficult to release colleagues from their day-to-day roles, but we always find time because effective and targeted training pays dividends for all in the long-run.”

Structured training courses

The internal training forms a key element of the Catalyst Training Academy, which also supports the sharing of expertise with insurance industry clients and other industry bodies.

Catalyst has drawn up an extensive range of structured training courses that are used to coach internal and client teams alike.

Colleagues who attended the latest training session included managers, team leaders, claims handlers and customer service advisors. Topics covered, based on Water Research Council best practice, included:

• Reading and understanding CCTV coding reports
• Coding drainage video footage
• Sewerage regulation and law
• Drain serviceability and condition grading
• Condition assessment
• Allocation of condition grades
• Serviceability assessments
• Identifying the need for repair
• Repair techniques

Paul Duddle said: “The complexity of the services we deliver makes continuously refreshing and updating our knowledge and capability as a technical service team absolutely essential.

“It empowers our colleagues to make good decisions, so our service is fast, safe and delivered right first time. It also gives our claims customers confidence that they are being fully supported.

“It’s an approach that, we believe, sets Catalyst apart. We’re also very happy to provide specialist training for our insurance and loss adjustor colleagues and other industry stakeholders.”

Decades of collective experience

Catalyst delivers a range of investigation, prevention and remediation services, with a focus on the insurance industry, covering: drainage, off-mains drainage, water supply pipe, leak detection, subsidence and home emergency.

The company benefits from having a senior team that had decades of collective experience and expertise in delivering belowground services and working across the insurance industry.

For example, Paul Duddle is the Vice-Chair of the Subsidence Forum, the national industry body tasked with sharing expertise about subsidence issues, raising awareness about its impact and promoting best practice in tackling it.

Catalyst is also a Corporate Partner of I Love Claims, the insurance networking body that brings insurance companies and organisations together to share knowledge and work together in strategic partnerships.