Archive

  1. Mark Barrett, UK Commercial Director – Symbility Property

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    At Symbility we create world class experiences that simplify businesses and improve lives. We believe that technology is the enabler to achieve this ambition. Our solutions help streamline the claims journey for the user, enabling them to deliver a fast and effective service for the customer. Symbility Claims Connect & Symbility LINK enhance customer communication by enabling all parties to collaborate together, concluding claims quickly and effectively. It puts the insurer in control, reduces friction and in turn reduces claim lifecycles delivering a better outcome for all parties. Our technology enables improved customer service, indemnity control and process efficiency whilst at all times controlling risk through the claim process

     

    1. How did you get to where you are today?

    Hard work, perseverance, making decisions, creativity but above all, working with great people in some great teams.

    2. What’s the biggest challenge facing your sector of the industry?

    The fear of change and making decisions.

    3. How are you and your business dealing with this?

    Constantly bringing new ideas to the market and developing them into reality. Demonstrating the value that those new opportunities and processes can bring/have brought, to deliver against the constant challenges of Cost, Customer and Control.

    4. Out of your business achievements, what are you most proud of and why?

    Changing the way the market works through independence of validation versus fulfilment. It still stacks up to this day.

    5. What advice would you give to anyone starting out in the industry?

    Listen, learn quickly but be inquisitive, bold and brave. Look to make a difference through change.

    6. If you could change anything what would you do to make the insurance

    industry “Better tomorrow”?

    Speed up decision making and go after opportunities quickly.

    7. What’s your top tip for being productive?

    Carve out thinking time in the diary and act on those thoughts.

    8. What gadget can’t you live without?

    I hate them all, they’re so addictive!

    9. Talent or Perseverance?

    You need both, both can be learned so never give up and be satisfied with how you are today.

    10. What do you do to switch off or escape from work?

    That’s always difficult but I love all sports albeit I’m more of a watcher these days than partaker!

     

     

     

     

     

  2. Speaker Announcement: Andrew Sellars, Hiscox – ILC Home Claims Conference (Wed 14 Nov)

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    We love our conferences to be full of Optimism, Energy and Purpose, so I’m delighted to announce that Andrew Sellars, Group Head of Claims Supplier Management will be speaking at the 6th Home Claims Conference on Wednesday 14 November.

    Guest Speaker – Andrew Sellars

    Group Head of Claims Supplier Management

    Andrew is a Hiscox veteran and was recently appointed a Hiscox Partner. He started out specialising in Tech; Media & Telecoms (TMT) E&O and was Head of TMT Claims before moving over to underwriting as Head of Technology Underwriting in Europe.

    As Group Head of Claims – Supplier Management he has successfully focused on professionalising the supply chain and the retail claims functions service proposition when it comes to partnering with third parties. He is a member of the global leadership team and co-executive sponsor of the LGBT+ employee network.

    With creativity, Andrew will discuss his evolving expectations when it comes to supply chain partners and the impact they have on the insurance experience.

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    Double ILC Sponsorship for Clearabee

    ILC is delighted to announce that Clearabee has taken out Gold Sponsorship of the Home Claims Conference on 14 November. They are also the sponsor of our post conference drinks.

    Clearabee are market leaders and innovators in their field, delivering on demand and same day rubbish removal across the UK.

    MD of Clearabee, Daniel Long said “Clearabee’s support for the ILC Networking Lunch in May was a great experience. We look forward to continuing our association by supporting a forward-thinking conference that aligns with our own vision.”
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    I think this is fantastic news. As the ILC Conference is increasingly popular, the involvement of advanced thinking businesses like Clearabee with innovative offerings for the market is really welcome.

    As you can see, great speakers and sponsors are joining our conference on Wednesday 14 November. I look forward to seeing you there too. If you want to know more about the event, please e-mail me at alan@iloveclaims.com

    Have a brilliant weekend!

    Kind regards
    Alan Soutar

    Chairman, ILC Home

    E: alan@iloveclaims.com

    P.S. Remember that if you want to Bring a Party of Five you’ll Save 20% and have the chance to win a FREE day with LIVE BIG’s Rob Chilcott.


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  3. Industry Leader Interview – Stewart Steel, CEO, Sedgwick

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    Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. We provide a broad range of resources tailored to our clients’ specific needs in casualty, property, marine, benefits and other lines. At Sedgwick, caring counts®; through the dedication and exper­tise of more than 21,000 colleagues across 65 countries, the company takes care of people and organisations by mitigating and reducing risks and losses, promoting health and productivity, protecting brand reputations, and containing costs that can impact the bottom line.

     

    1.  How did you get to where you are today?
    Broadly, through a combination of hard work and the good fortune to work for and with excellent people.  By watching, listening and learning from others, I have been able to develop a leadership style that works for me, as much from observing what doesn’t work as well as what does.

     

    Being able to relate to people at all levels is a critical requirement for any leader. Early on in my adjusting career, I relocated often to different parts of the country, meeting new people from varying backgrounds which really helped me develop my interpersonal skills. Working with people to understand what motivates and challenges them has probably been the key driver in my career.

    2.  What’s the biggest challenge facing your sector of the industry?
    The advent of ever better and faster technology brings both a challenge and an opportunity for the claims service sector. Whether a consequence of insurers in-sourcing work or new technology led competitors undercutting on price, traditional adjusting houses will suffer in the lower value space as the number of field visit assignments – notably in the volume homeowners sector – dries up.

     

    The opportunity for the sector is to use its renowned industry leading technical and customer service expertise supported by technology (rather than led by it), to deliver its own faster, more effective and cost sensitive end to end solutions to the market. For some customers, this might take the form of adjusters delivering higher end and niche expertise and capacity as a seamless adjunct to the customer’s own end to end solutions. For others, this might see the complete outsourcing of the claims function to an external provider.

     

    3.  How are you and your business dealing with this?

    Sedgwick is extremely well positioned to work with the insurance market to support its digital journey. Technology has always been at the forefront of all that Sedgwick does, with bespoke multi-access platforms created and developed in-house to support our market leading positions in many product areas.

     

    With access to deep resources available through being the world’s largest insurance claims services provider – people, technology, innovation and finance – we are heavily engaged in an exciting project at the moment in the UK to “make claims easier”. A key part of this project involves bringing together all of our wide and varied expert and volume services in a single new end to end digital process.

     

    4.  Out of your business achievements what are you most proud of and why?

    In 2005, I was asked by my then employers to lead a project to create value out of what remained of the loss adjusting business they had acquired in 2001. This broadly involved working with the major loss and corporate account practice teams, out of which we together created a new business called Teceris. Being an adjuster by background, I knew we had the technical capability to achieve our aims, but there were significant internal and market barriers to overcome which necessitated a lot of hard work by the team and a lot of belief in the end outcome.

     

    When we set up Vericlaim in the UK, Teceris became the first acquisition we made. The company went on to become some 250 strong by the time of the acquisition of Cunningham Lindsey.

     

     

    5.  What advice would you give to anyone starting out in the industry.

    First and foremost, be yourself and be prepared to work hard.

     

    In the claims space, qualifications are very important, so these need to be passed with reasonable despatch. In the long run, however, qualifications on their own are really only entry to the game and are no guarantee of future success. In short, it’s what you do with the knowledge you gain and with the relationships you build that dictate future success.

     

    My advice to future insurance leaders is to focus first on people and relationships before task and output. Be decisive – it’s sometimes better to make a poor decision than no decision at all – and, above all, build and preserve a reputation for honesty, integrity and fairness.

    6.  If you could change anything what would you do to make the insurance industry “Better tomorrow”

    In our bit of the claims industry I believe we are still not where we should and need to be from a diversity and inclusion perspective. Quite simply, it’s our loss that we are not finding enough people from ethnic and minority backgrounds to develop and enhance our world.

    7.  What’s your top tip for being productive?

    First of all, keep on top of your inbox, but I don’t just mean this in a mail sense. Rather, prioritise time to make decisions quickly so that the rhythm of the business is not interrupted waiting for the boss to approve / comment / whatever a request from below.

     

    In addition, make time each day to do (at least) one difficult task i.e. one of those things in the pile on the edge of your desk that requires time to get stuck into. Pull out one of those and get it done.

    8.  What gadget can’t you live without?

    It’s got to be the iPhone, sadly.

     

    On the domestic front, I’m rather partial to my Nespresso coffee maker. I only drink black coffee so get the benefit of great tasting blends with a minimum amount of fuss.

    9.  Talent or Perseverance?

    Definitely both, but my view is lots of the latter will get you further in the long run than lots of the former on its own. Through absence of application, resilience and dedication, many incredibly talented people fail to realise their full potential.

    10.  What do you do to switch off or escape from work?

    I love to play and watch sport. I play hockey – indoor and outdoor – to keep fit and also like to get the road bike out now and then, go for an occasional run and play the odd round of golf. I also ski – more motorway and apres ski than daring off piste stuff!

     

    With two young daughters aged 11 and 8, I also spend time supporting them in their activities. My eldest is a competitive pony rider and my youngest is mad about gymnastics – training about 12 hours a week!

     

    I also like to travel – preferring city breaks to beach holidays – which is starting to cause challenges in the family holiday planning dept. Favourite city break to date – Barcelona!

     

     

  4. ILC Focus Group – Vulnerable Customers

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    In June, ILC facilitated a Focus Group which looked at, ‘Vulnerable Customers’.  It was attended by a select group of Insurers and Suppliers from the Home Claims Industry.   

     From the meeting is is clear that many organisations have an insufficient understanding of what is meant by a Vulnerable Person or the skills / training to give the appropriate level of service. A short summary report which outlines the key findings and recommended next steps is available as a pdf download.

    This event was kindly sponsored by ICAB.

     

    DOWNLOAD FOCUS GROUP REPORT

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

  5. Focus Group – “CLAIMS – LOOKING BACK TO HELP US LOOK FORWARD”  

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    25/07/18

    Last week in London the Focus Group “CLAIMS – LOOKING BACK TO HELP US LOOK FORWARD” met.  

     Sponsors, The Gelder Group (Platinum Sponsor) and Clearabee were both present at the first meeting along with Insurers and representatives from Claims Handling, Loss Adjusters, Disaster Recovery experts, Networks, Contents Providers, Glass Replacement Suppliers, Alternative Accommodation providers and Contractors as well as a Consumer Specialist organisation.

    We’ll let you have some reactions from delegates and sponsors over the next couple of weeks, however ILC Chairman Alan Soutar said, “This is the beginning of an exciting initiative and we gathered some great insights on how the research might be carried out. Gaining a real view on how the claim went around six months after the claim will examine views once the dust has settled”

    More to come!

  6. Industry Leader Interview, Otso Lahtinen – Global CEO of Geobear

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    Otso Lahtinen    

    Global CEO of Geobear

    1. How did you get to where you are today?

    I have worked in this business since 12 years of age, and was trained originally by my father. During the past five years as CEO we have undergone a change from IPR licensing business to a geotechnical services business. Within our insurance work our objectives are to dramatically decrease claim duration, lower overall costs whilst  increasing customer satisfaction by providing rapid solutions.  The business has been around since the early 80’s in UK and we are the original inventors of the non-disruptive geopolymer injection method to remediate subsidence problems. Our growth in the claims sector has come about due to the benefits of our system compared to traditional processes, and more disruptive underpinning  methods.

    2.  What’s the biggest challenge facing your sector of the industry?

    The fundamental challenges relating to domestic subsidence generally are achieving stability quickly at an acceptable cost, allowing a prompt repair and minimal customer disruption. The industry has largely been addressing subsidence  problems by crack monitoring properties, removing trees / repairing drains, and on occasion providing a conventional underpinning solution. The challenges related to this method can be  prolonged claim duration, added cost, and  reduced customer satisfaction. We have tried to put ourselves in the shoes of homeowners, loss adjusters and insurers and create a model that would serve everyone’s interests, to enhance  the current model. Our real challenge is to communicate the benefits of using Geobear to insurers and loss adjusters. There are clear cost savings and dramatic time reductions to be made in the industry and we can deliver those, so we must ensure the value we offer is clear for all to see.

    3.  How are you and your business dealing with this?

    After having understood the key problems in the industry, we have set out to create a solution that can cater  for all stakeholders. We are offering a minimally disruptive, immediately executable substructure repair solution, which can reduce the scope of  investigations, superstructure repairs and mitigation  works. This enables the insurers and adjusters to manage most valid subsidence claims in 2-3 months, as opposed to 12-18 months. We’ve recruited an expert in the industry, Alex Finch, to help guide the growth in the claims business. We’re actively promoting our business in the sector and working to deliver a clear definitive process that will benefit the entire market. We used to operate with the name URETEK, and changed last year to highlight our focus on the claims market, and also larger commercial and major infrastructure projects.

    4.  Out of your business achievements, what are you most proud of and why?

    During the past seven years we have created a global geotechnical services contracting business in six countries, including China, from scratch. We have a structured plan and resources to create the world’s most compelling ground improvement contractor by expediting the industry’s change towards more socially responsible ground improvement methods. I am proud of our vision and success so far, as  growth of business is easy to talk about but challenging to execute.

    5.  What advice would you give to anyone starting out in the industry?

    Decide what is your personal target outcome, understand why it is important to you and create a time bound, specific and measurable action plan to get there. If you run into an obstacle, change approach until you get there. In this process asking the reasons “why” is crucial, and stick to your particular target outcome when  you run into challenges, which you always will, just like in executing any plan.

    6.  If you could change anything what would you do to make the insurance industry “Better tomorrow”?

    We would encourage working groups to adopt and establish the best current practices from not only the UK market, but taking lessons from overseas too. We can speak from our experiences in international markets that there are clear improvements we have made to our UK operations. Sometimes it pays to dare to be different !

    7.  What’s your top tip for being productive?

    Plan your work, work your plan. Schedule all your activities to your calendar, and do not schedule for more than 6 hours of meetings for each day so that you will have time to actually take things forward and communicate with colleagues on an ad hoc basis if needed. Set six goals for yourself for each day and measure success in the evening.

    8.  What gadget can’t you live without?

    Gym membership card. I go religiously every morning before 7am at least for a 30 minute workout.

     9.  Talent or Perseverance? 

    Ability to create momentum despite challenges, so perseverance I guess !

    10. What do you do to switch off or escape from work?

    I am a big fan of meditation, and do it twice a day, it is like charging your brain to increase creativity, productivity and happiness.

     

     

     

     

  7. Clearabee to be both Gold and Drinks reception sponsor at the ILC Home and Commercial Networking Lunch

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    23/3/18  

    Great to announce that Clearabee will be both a Gold and Drinks reception sponsor for the ILC Home and Commercial Claims Networking Lunch on 18 May.

    Clearabee is a leading in-house rubbish removal company, with same day or on demand service across the country. The services include van style clearances and skip bags. they operate 7 days a week and clients can book or get updates on all jobs 24/7 through their industry leading customer portal, with instant availability of compliance documents and photos. They also have a 7 day helpdesk.

    Daniel Long MD of Clearbee said ” it’s great to be involved in this prestigious event as ILC sponsorship sits well with our innovative approach to on-demand and same day rubbish removal across the UK”

    ILC Chair, Alan Soutar was also pleased ” Clearbee bring an exciting and innovative offering to the Claims Arena, so we are very pleased that their energetic team see value in ILC sponsorship”

    To join Clearabee and over 400 other Home & Commercial Claims professionals at the networking lunch on 18 May visit www.iloveclaims.com/events

  8. Industry Leader Interview Matthew Cooper, CEO, REVIVAL

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    Matthew Cooper
    CEO
    REVIVAL

    1. How did you get to where you are today? 
    I’ve been involved in and learnt about nearly every part of the business and restoration industry over the last 20 years.

    2. What’s the biggest challenge facing your sector of the industry? 
    The complexity of wet perils and increase in frequency. The greatest barrier to addressing the rise in cost on EOW claims is those that think it is simply the level of cost being applied. It is very much more complicated than that. The solution requires longer-term collaboration with experienced and skilled suppliers.
    We also have to collaborate with other parts of the industry to be able to offer a better overall service to our clients and their customers.

    3. How are you and your business dealing with this? 

    Developing more and increasingly sophisticated data analytics in our business, collaborating with Industry partners and customers to address practical challenges.
    Continuing our investment in our own Research and Development and training of our workforce ensures we are ahead of the game when it comes to the challenges of new technology, modern building materials and construction methods.

    4. Out of your business achievements, what are you most proud of and why? 
    I am so proud that day in day out our technicians help Policyholders recover from traumatic events in their homes or businesses. I am enormously proud of the dedication our staff show when they are working sympathetically with Policyholders properties and their contents.
    Another achievement concerns one of our client’s policyholder retention, a longstanding HNW client who  renew 92% of policies. When Revival have been involved on a claim it is 99%

    5. What advice would you give to anyone starting out in insurance?
    Challenge the status quo. Push the boundaries and look after your clients and most of all really enjoy the challenge of what you are doing.

    6. If you could change anything what would you do to make the insurance industry “Better tomorrow”?
    I believe to offer a better overall service as an industry, we should stop purchasing in silos and assist more Insurers in understanding the whole claim cost.  Working more collaboratively we can give better service for less cost. That has got to be more rewarding for all of us.

    7. What’s your top tip for being productive?
    Plan, (surround yourself with a great team) and get on, do it and enjoy doing it.

    8. What gadget can’t you live without?
    A corkscrew.

    9. Talent or Perseverance?  
    Perseverance – but they aren’t mutually exclusive.

    10. What do you do to switch off or escape from work?
    A walk on the beach usually does the trick.

  9. Strategic Leadership Award to Jeremy Hyams, CEO of Claims Consortium Group.

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    The country’s professional body for customer satisfaction has given
    its Strategic Leadership Award to Jeremy Hyams, CEO of Claims
    Consortium Group.

    He was announced as winner of the flagship award at the Institute of
    Customer Service’s UK Customer Satisfaction Awards 2018 at a packed
    Hilton Park Lane in London this week (6 March).

    Jeremy said: “I am truly amazed to have received this award, but as a
    leader I know that the award belongs to far more people than just me.
    My team of staff and partner organisations have embraced my desire to
    put customers at the heart of our business, and it is humbling to have
    their achievements recognised at the highest level.”

    “The awards are judged by an independent panel of customer service
    experts which makes this even more special.”

    The awards are seen as the UK’s most authoritative customer service
    event, and Claims Consortium was also shortlisted in two other awards
    on the night. This is their second award in a row, having won the UK
    Customer Satisfaction Innovation award in 2017.

    Claims Consortium was also announced in the top 100 mid-sized
    employers in the Sunday Times Best Companies To Work For list in
    February, for the second year running.