Charles Taylor Assistance trains staff to better handle winter sports injury claims

Charles Taylor Assistance trains staff with hands-on empathy exercises for improved winter sports claims support.

With millions of winter sports enthusiasts heading to the slopes this festive season, Charles Taylor Assistance is equipping its staff with hands-on training to improve support for injured policyholders. The annual initiative sees claims and medical assistance handlers simulate the challenges faced by injured skiers and snowboarders, from using crutches to wearing slings and dealing with bandages. 

Walking in customers’ shoes 

Over 250 staff members have participated in the immersive training, aimed at fostering empathy and understanding of the physical and emotional toll of winter sports injuries. Simulated scenarios cover a range of common injuries, including broken legs, fractured wrists, and rib injuries. 

“Being able to (quite literally) put ourselves in our customers’ shoes ensures our case managers never lose sight of the person behind the injury during the busy winter sports season,” said Deirdre Aspell, training and development manager at Charles Taylor Assistance. 

Enhanced policy knowledge 

The hands-on training is complemented by detailed sessions on winter sports policy coverage. This ensures staff can provide accurate, informed advice to policyholders filing claims for injuries sustained on the slopes.  

“We always do everything in our power to offer the best customer service, especially during the winter sports season,” Aspell added. “Customers can be frightened and anxious, and it’s important to fully understand their challenges and specific policy cover so we can best support them.” 

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Josie Geistfeld Josie is an editor for Claims Media. She welcomes feedback, comments, and opinion at josie.geistfeld@barkerbrooks.co.uk