Benchmarking in Claims Management Course
Online 300-hour course in benchmarking in claims management. 6 modules with ISO 10002 (complaints and claims handling), ISO 9004 (quality: sustained success) and advanced Excel. Assigned tutor and enrolment open.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Explain the types of internal, competitive and functional benchmarking and their usefulness in claims.
Design a comparison exercise by defining scope, peers and data sources.
Define indicators for average cost, settlement time, reopenings, fraud and satisfaction.
Normalise data so that comparisons between portfolios and entities are homogeneous.
Interpret performance gaps by distinguishing structural and operational causes.
Translate results into an improvement plan with objectives and owners.
Carry out a complete benchmarking study of a claims area.
Who it's for
- Claims analyst who wants to specialise in Benchmarking in claims management.
- Claims operations manager who wants to specialise in Benchmarking in claims management.
- Process improvement consultant in insurance who wants to specialise in Benchmarking in claims management.
- Business intelligence analyst in insurance who wants to specialise in Benchmarking in claims management.
- Quality and customer experience manager who wants to specialise in Benchmarking in claims management.
- Loss cost controller who wants to specialise in Benchmarking in claims management.
- Graduates in engineering or science who want to enter general insurance.
What you'll work with
- ISO 10002 (complaints and claims handling)
- ISO 9004 (quality: sustained success)
- Law 50/1980 on Insurance Contracts
- Order ECO/734/2004 (customer service departments)
- Directive 2009/138/CE (Solvency II)
- ISO 31000
- EFQM Model
6 modules · 300 h
1.1What performance benchmarking is and what it is not1.2Internal, sector and cross-sector comparison1.3Objectives: cost, time, quality and satisfaction1.4The risk of comparing the incomparable1.5Precise definition of each indicator1.6Available sector data sources1.7Confidentiality and competition law1.8Vocabulary and acronyms in the field1.9Common interpretation errors1.10Exercise: defining an indicator unambiguously
2.1Selecting the scope and processes2.2Choosing the participants or references2.3Standardising definitions2.4Segmentation by line of business and claim type2.5Adjustment for portfolio mix2.6Analysis period and seasonality2.7Data collection and validation2.8Handling outliers2.9Documenting the methodology2.10Practice: designing a benchmarking exercise
3.1Average cost and its breakdown3.2Processing and payment time3.3Reopening and complaint rates3.4Percentage of automated claims3.5Productivity per claims handler3.6Technical quality indicators3.7Satisfaction and recommendation3.8Fraud and recovery indicators3.9Relationship between indicators and compensation schemes3.10Practice: a comparable indicator dashboard
4.1Identifying real gaps4.2Structural versus operational causes4.3Analysis of the claims backlog4.4Comparing practices, not just figures4.5Visits and interviews with references4.6Verifying comparability4.7Improvement hypotheses and their testing4.8Quantifying the potential4.9Presenting results to management4.10Practice: gap and cause report
5.1Prioritising initiatives by impact5.2Adapting external practices to one's own context5.3Implementation plan and owners5.4Controlled pilots before rolling out5.5Monitoring indicator trends5.6Periodic repetition of the exercise5.7The risk of optimising an isolated indicator5.8Internal communication of results5.9Culture of comparison and learning5.10Practice: improvement plan derived from the analysis
6.1Choosing the scope and processes6.2Rigorous definition of indicators6.3Methodological design of the exercise6.4Data collection and validation6.5Gap and cause analysis6.6Prioritised initiative portfolio6.7Implementation and monitoring plan6.8Periodic repetition plan6.9Methodology report6.10Project defence
How you'll learn
100% online training on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. No fixed timetable: students progress at their own pace within the intake, which makes it possible to combine the course with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is advanced Excel, Power BI, Tableau, Python (pandas), SQL, in free, academic or evaluation versions. Practical work covers real benchmarking exercise procedures using sector claims statistics, building claims-area indicator dashboards, and workshops on prioritising improvement plans. Assessment is continuous, module by module, plus the final integrative project.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Explain the types of internal, competitive and functional benchmarking and their usefulness in claims.
Design a comparison exercise by defining scope, peers and data sources.
Define indicators for average cost, settlement time, reopenings, fraud and satisfaction.
Normalise data so that comparisons between portfolios and entities are homogeneous.
Interpret performance gaps by distinguishing structural and operational causes.
Where this takes you
Requirements
- No prior qualification required.
- Internet connection and a computer capable of running the programme's software.
- Sufficient Spanish to follow technical regulatory reading.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme is 300 hours in total, spread over 3 to 5 months. That works out to an average of 10 to 15 hours per week, compatible with a full-time job.
The course uses advanced Excel, Power BI, Tableau, Python (pandas) and SQL. Free, academic or evaluation versions are used, and the tutor indicates the open-source alternative where one exists.
An in-house SEIUM diploma upon passing the continuous assessment and the integrative project. This is in-house training, not an official qualification from the Ministry.
Yes. Modules passed in a course or postgraduate diploma in the same area can be recognised towards the higher-level programme. Please check the recognition policy when you enrol.
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