With millions of winter sports enthusiasts expected to set off for the slopes this festive season, staff at Charles Taylor Assistance have been walking on crutches, wearing slings and bandaged up by the company’s medical team. The initiative is part of annual training to bring winter sports injuries to life, so that frontline staff fully understand customers’ challenges when injury claims are made.
The exercise has seen over 250 medical assistance and claims handlers at Charles Taylor Assistance simulating the trials and tribulations of winter sports injuries, ranging from broken legs and wrists to fractured ribs.
Charles Taylor Assistance has complemented these interactive sessions with focused training to familiarise staff with specific winter sports policy cover details so they can offer customers the best, informed service when claims are made.
“Being able to (quite literally) put ourselves in our customers’ shoes is key to ensuring our case managers never lose sight of the person behind the injury during the busy winter sports season,” says Deirdre Aspell, training and development manager for Charles Taylor Assistance.
“We always do everything in our power to offer the best customer service, and the winter sports season is no exception. Customers can be frightened and anxious and it’s important to be fully aware of their challenges and specific winter sports cover so we can best support them in their hour of need.”
Multilingual claims, assistance and medical teams at Charles Taylor Assistance will be supporting winter sports customers 24/7 over Christmas and throughout the 2025 season. Speaking over 30 languages between them, they will be on hand to help policyholders throughout the world.
