I Love Claims: Advisory Board

Insurance (Broker and Affinity)

Contact Rob

Rob Smale

Claims Director, Ageas

Married with 3 daughters and living in Hampshire. Originally I worked as a mining engineer in the UK, South Africa and the Czech Republic before entering the insurance industry in 1996.

Joined Fortis Insurance Ltd (now Ageas Insurance Ltd) in 2003 where as Claims Director in a multi award winning company selling insurance via partners my job is to help differentiate Ageas to partners and customers alike.

My teams aspire to ambitious levels of service for our partner's customers. To achieve these ambitions we often find ourselves doing "stuff differently" to a point where we believe there exists a distinctive "Ageas Way". The Ageas Way has been developed by the Ageas operational leadership team from the Toyota Production System and the work of W.E. Deming and J Seddon. Customers, partners and suppliers all confirm our distinctiveness as do the customer surveys and benchmarking studies performed by the industry and our partners.

We operate from four UK sites and number 1600 FTE in Claims. My teams provide a 24/7/365 service to customers claiming on their personal and commercial policies.

We provide the management of claims arising from the Tesco Underwriting jv with TescoBank.

I believe an ingredient in our distinctiveness stems from a very careful selection of KPI i.e. we don't have any. KPIs are one of a list of fashionable "must dos" that we in Ageas Claims and Operations, don't do. What we do is provide high levels of customer satisfaction at very low cost.