Abstract:
The study focused on claims workers in the short-term insurance industry and on whether
their working conditions, such as dealing with traumatised clients and traumatic
materials, are affecting them adversely. Equivalent attention fell on underwriting clerks,
the comparison group, to ascertain whether they differ significantly from claims workers
along the dimensions of compassion satisfaction, burnout, secondary traumatic stress as
well as self-esteem and optimism/pessimism. These constructs were measured by the
ProQOL-RIII - , the Mehrabian MSE – and MOP Scales, after which the scores were
analysed. These scores were then compared across the two groups and also in terms of
mode of interaction, using parametric statistical procedures. Although no significant
differences were found between the two study groups, interesting interaction effects and
other findings were nevertheless revealed that shed valuable light on these groups of
workers.
