Course in Measuring Claims Response Times
Online 300-hour course in measuring claims response times. 6 modules covering Ley 50/1980 de Contrato de Seguro (arts. 18, 20 and 38), ISO 13053-1 (Six Sigma, DMAIC methodology) and Celonis (process mining). Dedicated tutor and open enrolment.
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 impact of response time on cost and customer satisfaction.
Define precisely the measurable milestones and timeframes of a claim.
Calculate the insurer's legal payment deadlines and late-payment interest.
Analyse delays using process mining and statistics.
Apply the DMAIC methodology to reduce timeframes.
Design controls that sustain improvements over time.
Present a timeframe improvement case with quantified results.
Who it's for
- Claims process analyst who wants to specialise in measuring claims response times.
- Operational excellence manager who wants to specialise in measuring claims response times.
- Six Sigma Black Belt in insurance who wants to specialise in measuring claims response times.
- Customer service manager who wants to specialise in measuring claims response times.
- Process mining analyst who wants to specialise in measuring claims response times.
- Claims handling coordinator who wants to specialise in measuring claims response times.
- Engineering or science graduates seeking to enter insurance companies.
What you'll work with
- Ley 50/1980 de Contrato de Seguro (arts. 18, 20 and 38)
- ISO 13053-1 (Six Sigma, DMAIC methodology)
- ISO 18295-1 (customer contact centres)
- Orden ECO/734/2004 (customer service)
- ISO 9001
- EIOPA guidelines on claims handling
6 modules · 300 h
1.1Why the timeframe matters to the policyholder1.2Legal deadlines for claims handling1.3Process milestones and their timings1.4Process time versus waiting time1.5Common causes of delay1.6Relationship between timeframe, cost and quality1.7Sector vocabulary and acronyms1.8Realistic expectations by claim type1.9Effect of timeframe on complaints1.10Exercise: timing map of a process
2.1Precise definition of each timeframe indicator2.2Starting and stopping the clock at each milestone2.3Calendar days versus working days2.4Medians, percentiles and their usefulness2.5Handling atypical claims2.6Segmentation by line of business and complexity2.7Quality of time data2.8Visualisation and dashboards2.9Comparison with the market2.10Practical: defining the indicator dashboard
3.1Analysis of the claims queue3.2Bottlenecks and how to identify them3.3Waiting time due to documentation3.4Delays from assessment and suppliers3.5Delays from internal decisions3.6Reopenings and their effect3.7Variability between handlers3.8Seasonality and peaks3.9Root cause analysis3.10Practical: diagnosing delays in a line of business
4.1Simplifying steps and documentation4.2Automating waiting tasks4.3Active queue management and prioritisation4.4Service level agreements with assessors and suppliers4.5Proactive communication with the policyholder4.6Self-service and digital document submission4.7Capacity and team sizing4.8Managing peaks and surge support4.9Preventing reopening4.10Practical: timeframe reduction plan
5.1Timeframe targets and their realism5.2Risk of sacrificing quality for speed5.3Quality controls when accelerating5.4Reporting and periodic monitoring5.5Team incentives5.6Communicating objectives5.7Reviewing indicators5.8Ongoing market comparison5.9Sustainability of improvements5.10Practical: dashboard with safeguards
6.1Choosing the line of business and process6.2Rigorous definition of indicators6.3Measuring the current situation6.4Diagnosing bottlenecks6.5Timeframe reduction plan6.6Quality safeguards6.7Monitoring system6.8Implementation plan6.9Project report6.10Project defence
How you'll learn
100% online training on the SEIUM campus, with downloadable material, recorded classes and a dedicated technical tutor. No fixed timetables: students progress at their own pace within the intake, which makes it possible to combine study with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Celonis (process mining), Minitab, Power BI, advanced Excel, in free, academic or trial versions. Practicals are based on real process mining procedures applied to claims records, time studies and bottleneck analysis, and DMAIC projects to reduce timeframes. Assessment is continuous per 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 impact of response time on cost and customer satisfaction.
Define precisely the measurable milestones and timeframes of a claim.
Calculate the insurer's legal payment deadlines and late-payment interest.
Analyse delays using process mining and statistics.
Apply the DMAIC methodology to reduce timeframes.
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 texts.
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 totals 300 hours, spread over 3 to 5 months. That is between 10 and 15 hours a week on average, compatible with a full-time job.
Work is carried out in Celonis (process mining), Minitab, Power BI and advanced Excel. Free, academic or trial versions are used, and the tutor indicates the open-source alternative where one exists.
An own diploma from SEIUM 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 are credited towards the advanced programme. Check the recognition policy when you enrol.
Related programmes
Course in Anti-Corruption Policies in Global Insurance
Online 300-hour course in anti-corruption policies in global insurance. 6 modules covering ISO 37001 (anti-bribery management systems), the Foreign Corrupt Practices Act 1977 (US) and NAVEX…
Data Governance Course in Insurance Companies
Online 300-hour course in data governance in insurance companies. 6 modules covering ISO 8000 (data quality), ISO/IEC 38505-1 (data governance) and Collibra. Assigned tutor and enrolment…
Interruption by Natural Perils Insurance Course
Online 300-hour course in business interruption insurance for natural perils. 6 Modules Covering Royal Legislative Decree 7/2004 Moody's RMS RiskLink. Assigned tutor and open enrollment.
More in Insurance, Risk & Actuarial Data
All Insurance, Risk & Actuarial Data programmes → · How to apply · Fees & financing · Scholarships