The Income Protection Task Force (IPTF) has released the fifth instalment of its 7 Stories series, highlighting the emotional impact of protection claims work and the “moral injury” experienced by some assessors.
Led by industry veteran Phil Deacon, the project examines the human side of claims handling, exploring the empathy required, the psychological strain of difficult decisions, and the tension between contractual rules and compassion for customers.
The latest release brings together three viewpoints.
Dr Rob Rosa, chief medical officer, outlines how moral injury can arise when assessors must decline claims and the emotional weight such decisions carry.
A six-minute film, A Day in the Life of 3 Claims Assessors, features James Cowburn of Guardian, Chloe Lebas of Aviva and Saima Hafiz of OneFamily, offering a candid look at the pressures and rewards of their work.
Deacon also reflects on his 30-year career in claims and how the role has evolved while remaining rooted in human connection.
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Hilary Banks, chief commercial officer at Guardian, said the initiative shines a light on an overlooked aspect of the protection industry.
“This captures something we don’t talk about enough – the emotional courage and professionalism behind every claim decision,” she said.
“Supporting assessors’ wellbeing is fundamental to maintaining trust and compassion at the heart of protection.”
IPTF executive director Vicky Churcher said the project demonstrates the depth of responsibility assessors carry.
“This story reminds us that claims assessors aren’t just administrators. They’re people who deal daily with others’ most difficult moments,” she said.
