Archive

  1. Colin Wallder – How Insurers & Suppliers should deal with the Customer

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    Commercial Claims Conference 2016


    Colin Wallder, Property Claims Supplier Relationship Manager at LV= draws attention to five things that influence how insurers and suppliers should deal with the customer:

    1. Speed – getting people to deal with the issue as soon as possible
    2. Quality – the high level of service that is expected
    3. Opportunity – even if the claims request is declined
    4. Analogue – don’t just think of solutions digitally
    5. Automation – it’s around the corner…

     

     

    Duration: 5.41 mins

  2. Tom Simpson and Peter Cragg – Keeping it Simple

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    Commercial Claims Conference 2016

    An invaluable presentation and discussion about the importance of keeping the claims process simple for commercial clients whether you are dealing with an SME or a large corporate.

    Peter Cragg is Client Relationship Director at Cunningham Lindsey and
    Tom Simpson     is Property Claims Manager and NFU Mutual. Together the loss adjustor and the insurer consider:

    1. Why SMES are vulnerable
    2. How corporate businesses can help themselves
    3. The influence of policyholder culture

    This is a good example of two different sides of commercial claims coming together to share their insights.

     

    Duration: 8.19 mins

  3. John Ridd – The Power of Video Streaming for Call Centres

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    Home Claims Conference 2016

    When it comes to using video reporting to assist in the claims process, the Eviid message is, ‘See it, Sort it, Secure it’.

    John Ridd, CEO Evidd explains how his company:

    1. Enables smart devices to stream video to call centres so that that claims process is much quicker
    2. Uses proprietary compression technology so that video files can be sent via 3G and 4G mobile networks (‘near-time live’) when out in the field
    3. Makes sure that video data is security compliant so that it will comply with the EU Directive that comes into force in May 2018.

    This is a great example of how video technology has the power to disrupt traditional claims process decision making and create new business models.

     

    Duration: 5.17 mins

  4. Bob Blunden: How Suppliers will operate in the Property Claims world of tomorrow

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    Home Claims Conference 2016

    Bob Blunden has worked in construction, engineering and insurance claims for nearly 30 years.

    As CEO, CET, a specialist provider of services to the property and insurance industries, Bob outlines the 11 things that he feels are going to influence the future for suppliers working in property claims.

    1. Reduced number of suppliers
    2. Junior partners of Partnership Agreements
    3. Suppliers collaborating to reduce process costs for all parties
    4. Joined up development of services and technology
    5. IT personnel & relevant staff  to be members of joint working parties
    6. The ability to link up to alerts from home management systems
    7. Occupy new ground as a source of innovation and tech advances
    8. Be process experts
    9. Develop the capability to become outsourcers
    10. Ability to link up to alerts from home management systems
    11. Carrying out the function excellently is a given.

     

    Duration: 5.54 mins

  5. Paul Crowe – 3 Themes and their Impact on Established Insurers

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    Home Claims Conference 2016

    In this challenging presentation, Paul Crowe, CMO, Symbility Intersect, explains that there are three themes impacting on established insurers:

    1. The ‘unbundling’ of products and services to create new business opportunities
    2. The investments in ‘disruptive’ innovation to the extent that existing revenue is cannibalised
    3. ‘Experience’ as the product and why there are substantial rewards in making this the best it can be.

    However, an established brand has four things that most start-up don’t have:

    1. Brand recognition
    2. Data
    3. Money
    4. Customers

    That’s why insurers should place:

    • 70% of effort  on ’disruption’
    • 20% on ‘differentiation’
    • 10% on ‘incremental’

    The reality is that they do the exact opposite and invest only 10% on ‘disruption’. As a result their business in open to challenges from more nimble and ‘disruptive’ start-ups.

     

    Duration: 6.42 mins

  6. Pierre Craddock – Complexities of Property Owner Claims

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    Commercial Claims Conference 2016

    Only 33% of landlords and agents that know of the Housing Health & Safety Rating System, reported that 58% of the dwellings they were responsible for had received some form of assessment for potential hazard.

    As Pierre Craddock, Relocation Director, Countrywide, points out this raises a number of concerns.

    In this highlight Pierre looks at the complexities of P.O.U. claims as well as some of the questions the insurer needs to consider.

    His solution is a bridging piece of up to 5 days that is sold to the managing agent as a way of bridging any Alternative Accommodation (AA) required by a tenant.

     

    Duration: 3.58 mins

  7. Matthew Green – The Uberfication of claims

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    Home Claims Conference 2016

    When people talk about the ‘uberfication of claims’ they mean the need to use technology to anticipate the needs of the moment.

    Given that smart phones have more processing power than the US Government had in 1993, it’s no wonder that harnessing the power of technology can appear both daunting and challenging.

    Matthew Green, Key Account Director, Consumer Intelligence, explains ‘digital context’ in relation to how Trip Advisor, Yelp, Open Table, Uber, Waze and Spotify can all unite to give a consumer on a visit to to a new city a seamless experience.

    Understanding digital context and delivering a seamless experience is the big challenge facing the claims industry.

     

    Duration: 4.45 mins

  8. Sam Dawson – How BELFOR dealt with today’s commercial challenges

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    Commercial Claims Conference 2016

    Up to 2012, BELFOR split disaster recovery into Residential & Operational. However, this was too simplistic and failed to meet the challenges of dealing with a larger and more complex claim.

    Sam Dawson, Commercial Sales Director, BELFOR UK, discusses what happened when the company was operationally re-structured into two teams:  ‘GENERAL OPERATIONS’ & ‘MAJOR & COMPLEX LOSS’

     

    Duration: 3.18 mins

  9. Alistair Steward – The Age of the Customer

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    Commercial Claims Conference 2016

    Alistair Steward is an experienced loss-adjustor and Director of Business Development at QuestGates.

    According to Alistair this is the ‘age of the customer’. It is the customer who is now in control as reflected in their willingness to change broker or insurer if they are not happy with the kind of service they have come to expect.

    However, the reality is that it’s all about balance – getting the right balance between Customer Service and Indemnity Spend.

     

     

    Duration: 4.14 mins

  10. Connie Beasley – Why KPIs drive the wrong behaviour

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    Home Claims Conference 2016

    Is a KPI tick-box culture the best way to serve claims customers? Connie Beasley, Operations Director, Claims Consortium Group clearly thinks not.

    In her blunt assessment of negative impact of KPIs, Connie asserts that it’s essential to put the ‘human’ back into customer service.

    There’s still a long way to go before the claims industry reaches the engagement levels attained by the top digital retailers. That said, the journey to become a more trusted and parental advisor within claims has started.

     

     

    Duration: 4.14 mins