The current issue of that estimable insurance organ Insurance Age takes an in-depth look at claims. Well worth reading, if you haven’t already.
It also features (did we mention this?) a round-table discussion involving Bankstone’s own Dickon Tysoe.
Edited highlights follow:
David Bonehill (Ecclesiastical): “It’s not us that define good or bad [claims] service.”
Chris Murray (Halliwells): “If you go bargain basement, you’ve got to be a bit wary.”
DB: “Service from the composites may not be so good.”
Stephen Walker (Provident): “Often a broker only gets involved when things start to go wrong.”
DB: “It’s an interesting point.”
Chris Hall (Questgates): “They are not going to send someone out on a claim.”
DB (again): “Take insurance exams.”
SW: “If I look at our claims, 90-95% will go down a particular process.”
DB: “You won’t get empathy for the customer.”
Owen Gorman (Delta Claims): “It’s about allowing people in the claims environment to do what they need to do.”
Dickon Tysoe (finally someone who’ll talk some sense): “I have experience of working in a call centre environment.”
CH: “It’s interesting.”
DB: “But do you think by doing that you create different claims handling philosophies?”
CM: “Could you include a caveat, if you want to go off-piste, as it were?”
DT: “I’m also wondering.”
CM: “I can give you a good example of that.”
CH: “Motor is the only sector where you can do that.”
Chris Barnett (Heath Lambert): “That’s an area where complaints can occur.”
DB: “There are different models for brokers as well.”
CB: “I work in corporate commercial now.”
DT: “Is it not the broker’s responsibility to make sure that business is placed in the right market that can deliver the value-added stuff when claims arise?”
DB: “Oh yes, all the time.”
CH: “Nowadays people have cars, mobile phones, Blackberries, web-based IT systems.”
DB: “You could approach the claim blindly.”
To read the full text of this fascinating discussion click here.
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