Recorded Webinar: Sorry Seems to be the Hardest Word..... Dealing with (and preventing) Mistakes (Professional Skills)

It is inevitable that even with the most robust processes mistakes will inevitably be made. How one deals with the mistake, and learns from the experience, is what matters. This session shall look at the practicalities of what happens when a mistake is identified including:

• Tips for reviewing internal processes to identify the cause of the mistake (e.g. human error, systemic issue etc) and who should bear/share responsibility for the mistake and its repercussions;
• How to proceed when a mistake is identified (including communication of the mistake to courts, stakeholders and broader profession);
• Understanding the matter from the insurer’s perspective, what they will require and how to manage that relationship; and
• Identifying lessons learned from mistakes of others, how to share such lessons and insight and tips for review and updating systems to avoid repetition of mistake).