SOURCE: ADAPTED FROM CIMA P1 T Ltd is a large insurance company. The claims department deals with claims from policy holders who have suffered a loss that is covered by their insurance policy. Policy holders can claim, for example, for damage to property or for household items stolen in a burglary. The claims department staff investigate each claim and determine what, if any, payment should be made to the claimant.

The manager of the claims department has decided to benchmark the performance of the following two areas in the department:

The detection of false claims The speed of processing claims