A disturbing case involving a car accident and subsequent insurance claim has shed light on the often-overlooked issue of post-traumatic stress disorder (PTSD) among accident survivors and the sometimes inadequate response of insurance companies. The incident occurred when a driver, insured under a comprehensive policy with one of Jamaica’s listed insurance companies, took evasive action to avoid a head-on collision, resulting in her vehicle capsizing. Despite the traumatic nature of the event, which left her hanging upside down restrained by her seatbelt until help arrived, the driver reported that the frontline staff at her insurance company failed to recognize the signs of PTSD she was exhibiting. Research suggests that motor vehicle accidents are a leading cause of PTSD, with studies indicating that up to 39.2% of survivors may develop symptoms. In Jamaica alone, it’s estimated that around 10,000 people are injured in traffic accidents annually, potentially putting them at risk. The situation worsened when the claimant visited her insurer’s office to initiate the claims process. She was met with what she described as uncaring and unhelpful service from the staff, who failed to provide her with necessary guidance on navigating the claims process. This lack of support is particularly concerning given the legal obligations of insurance companies under the Insurance Act 2001 and subsequent regulations. In response to her situation, a detailed eight-step guide was prepared to help her understand the claims process, highlighting the insurer’s failure to comply with regulatory requirements to provide such information. The insurer’s shortcomings included not recognizing the claimant’s vulnerability due to PTSD, failing to explain key policy details such as the compulsory excess, and not providing guidance on recovering costs from the other party’s insurers or preserving her no-claims discount. This case underscores the need for insurers to adopt a more empathetic and informed approach when dealing with claimants, particularly those who may be suffering from trauma. By doing so, they can not only comply with their legal obligations but also provide the support needed during what is often a distressing time for claimants.
