Archive

  1. The Experts View on the Civil Liability Bill

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    6/12/18

    We are all aware of the hotly debated Civil Liability Bill legislation which seeks to amend and update the claims process for whiplash claims whilst making reforms to the setting of the personal injury discount rate.

    But what’s the take on it’s from different industry insiders?  We’ve posed the question to a number of leading claims experts and will be sharing their answers with you over the coming weeks.

    First up we have Donna Scully, Director at Carpenters Group

    Originally from Dublin, Donna moved to the UK in 1985 and worked with various London law firms before joining Carpenters in 1997, where she set up its specialist Personal Injury department.   Carpenters are now one of the leading Legal & Insurance Service Providers to the UK Insurance & Broker Market. In her spare time, Donna actively supports numerous charities, enjoys Pilates and walking, and supporting her 18-year-old sport-loving twin boys.

    Do you think the reforms will have the desired effect on reducing the cost of claims?

    What the insurance sector may gain in reduced claimant legal costs and damages for injury, it is likely to lose in having to sort out premium paying customers left confused and demanding assistance by what to do following an accident.

    Hundreds of thousands of motorists will still have accidents, many resulting in an injury and all requiring putting right financially.

    With credit hire claims, repair and total loss and rehabilitation all falling outside of the new Portal, MedCo and the new FCA regulatory regime, we will also likely see a dramatic shift towards increased costs in these areas for insurers.

    What are the potential unintended consequences?

    If a combination of the lower damage rates of the tariff and a five-fold increase in the small claims limit effectively cuts out lawyers, the new Portal will be a gateway for claims farmers, whether they are called claims management companies (CMCs), McKenzie friends or a ‘legal adviser’ in some other guise.

    The new portal will also provide fraudsters with unrestricted access to policyholder data through DVLA and MID. Pushing out lawyers in favour of CMCs will deny claimants access to independent, professional legal advice and potentially result in more, not less fraud. Replacing one set of problems with an even worse set is just not sensible.

    How will this impact the consumer?

    It is difficult to see how consumers will benefit, even if motor premiums don’t go up as much as they might have done otherwise. Consumers making claims will receive less compensation, likely be cajoled into using a CMC to help them navigate a still complicated process, will lose out on the capacity to retain professional legal advice and for those who are in disadvantaged groups, such as the elderly or the digitally excluded, they are likely to go without the compensation to which they should be entitled, having been left confused and baffled by the system.

    What impact will it have on Legal Expenses insurance (LEI) products and how these are distributed?

    The current LEI model, provided under BTE policies, will certainly be broken, particularly if the small claims track limit is increased to £5,000 as currently planned. Under this planned increase, legal costs will no longer be payable by the at-fault insurer and will instead fall to the legal expenses’ provider.

    It may be sold as a bolt-on to motor premiums, but this would certainly reduce or even wipe out any financial benefits to the reforms for consumers. To our knowledge, the market has yet to devise a new, fully-funded model of LEI, which continues to allow claimants access to professional legal representation.

    From your perspective in their current form, are the reforms a good thing or not?

    The new LIP Portal is going to open the claims process up to a wide range of potential abuses. It must be ‘frictionless’ to have any chance of being used by LiPs but this makes fraud easier to do and harder to spot.

    Dealing with CMCs instead of the ‘professional’ law firms will create a whole new set of challenges and costs for the insurance sector. Tackling fraud should be at the centre of most regulatory developments but is noticeably absent from the reasoning behind the biggest set of reforms to the claims sector in a generation.

    Reform across various areas of the claims process is long overdue, but these reforms are not the answer. The negative consequences simply outweigh the perceived benefits.

    Next week we will be asking the same questions to Andrew Morrish, Claims Director from Aviva – watch this space…..
  2. ThingCo welcomes The Insurance Association of China (IAC) to London

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    26/10/18

    London, October 2018 – In a further sign of the global partnerships being forged by UK insurtechs, ThingCo, the start-up launched by Mike Brockman to develop the next generation of telematics technology is hosting a delegation of eighteen members from the Insurance Association of China (IAC) in London on Friday 26th and Saturday 27th October. The visit, which has been co-ordinated with the support of Sam Radwan of Enhance International, will showcase London’s bustling insurance community and follows the recent announcement of ThingCo’s partnership with Chinese insurer Tk.cn. 

    As part of a packed Agenda, Mike Brockman and Richard Trebble, ThingCo’s partnerships director, have arranged for the delegates to visit the Financial Conduct Authority (FCA), Lloyds of London and the Chartered Insurance Institute (CII).  On Saturday the group will attend a ThingCo presentation to better understand the road blocks as well as the benefits of telematics to the Chinese insurance community.

    Commissioned by the relevant government departments, the IAC organises and formulates industry quality and service standards, technical specifications and regulations in accordance with the relevant laws and regulations of China. It is a non-profit and a national self-regulatory organisation with 396 insurance company, agency and association members.

    ThingCo founder and CEO Mike Brockman says of the forthcoming visit, “It is an honour to welcome delegates from the IAC to London. While we have global ambitions for ThingCo, we are proud to be a UK business and it will be a fantastic opportunity to showcase the innovations emerging from this world class insurance market.”

    Brockman continues, “We want to use this opportunity to foster relationships with key contacts in the Chinese insurance industry and demonstrate our credentials as part of an industry that is changing the shape of motor insurance around the globe.”

     

     

  3. Enterprise Rent-A-Car: Headline Sponsor for the Motor Claims Networking Lunch

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    We are thrilled to welcome back Enterprise Rent-A-Car to the sought-after Lead Sponsor position at our Motor Claims Networking Lunch on Friday 18 January 2019 at the Grand Connaught Rooms, London.

    Enterprise Rent-A-Car, a global provider of transportation solutions are committed to providing a honest, transparent service, underpinned by their core values of integrity and the provision of an excellent customer experience. Established in 1957, this global powerhouse are the market leaders in the industry with their fleet, network and extensive range of services.

    Chris Ashworth, Chairman & Founder of ILC said, “We are excited to have Enterprise Rent-A-Car as our Headline Sponsor. Their passion and desire to drive change in the market and embrace new technologies fits perfectly with our goal of making the industry and our members ‘Better Tomorrow’.”

    Contact Details:

    For more information on ILC Sponsorship opportunities, please contact Rachael Hunt (rachael@iloveclaims.com)

  4. Claims Consortium Group awarded Admiral Motor TPPD Technical claims account

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    Property claims handling specialist Claims Consortium Group has been selected by Admiral, a trading name of EUI Ltd., as sole supplier to handle their Motor Third Party Property Damage (TPPD) Technical claims.  

    The appointment extends Claims Consortium’s existing home claims relationship with Admiral into their motor insurance services.

    Stuart Markham, Director of Motor Claims Services at Claims Consortium, said: “Our third party motor team has been providing a market-leading service to motor insurers and brokers in pre- and post-repair impact damage claims since 2015. Admiral’s decision to appoint us as sole supplier on technical claims not only demonstrates our ability to evidence high levels of customer service while reducing indemnity spend, but highlights that it is our detailed technical capability that sets us apart.”

    Gareth Jones, Procurement Manager at Admiral Group plc, said: “Claims Consortium has been selected on their technical ability to provide an excellent service to third parties while controlling claim costs. They have shown that they really understand the Admiral business, and we are looking forward to starting work.”

    The appointment follows a full market review undertaken via an RFI. The work will be undertaken by Claims Consortium’s specialist third party motor team in Northampton.

     

  5. Industry Leader Interview – Sam White, CEO of Pukka Insure

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    Pukka Insure have breathed fresh air into the insurance industry with their focus on honesty and transparency – a really refreshing take. Aimed at providing competitive, commercial vehicle insurance for tradespeople, their focus on jargon free, simplified insurance paired with a first class claims service is blazing the trail for a more bespoke and less outdated system.

    We caught up with Sam and got her to share with us the secrets to her success.

    1. How did you get to where you are today?
    Lots of coffee, enthusiasm and sheer bloody mindedness 🙂

    2. What’s the biggest challenge facing your sector of the industry?
    Technological advancements, new players and the challenges of integrating the new advancements with the legacy processes and systems within the industry

    3. How are you and your business dealing with this?
    We are focusing on bringing in new diverse talent and trying to find modular tech advancements that can be tested in project environments before rolling out to the rest of the business

    4. Out of your business achievements, what are you most proud of and why?
    Managing to survive massive regulatory change in 2013 and a reduction in over 50% of our revenue line without losing any integrity, and turning the business round into a entirely different entity as a result of it

    5. What advice would you give to anyone starting out in the industry?
    Don’t be afraid to challenge the norm, be optimistic and persistent

    6. If you could change anything what would you do to make the insurance industry “Better tomorrow”?
    I would make it more open, in it’s perceptions of both people and market opportunities

    7. What’s your top tip for being productive
    Focus on the outcome and not the task

    8. What gadget can’t you live without?
    My phone

    9. Talent or Perseverance?
    Perseverance

    10. What do you do to switch off or escape from work?
    My kids and the gym

  6. Extending a warm welcome to Pukka Insure – a new ILC Insurer Partner

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    4th October 2018

    We are delighted to announce that we have forged a new partnership with the innovative and highly acclaimed Pukka Insure. ILC is committed to creating strong business relationships with companies that share our commitment for positive change within the industry, and Pukka Insure’s vision and energy provide a natural synergy with our ethos and company values. 

    Pukka Insure have breathed fresh air into the insurance industry with their focus on honesty and transparency – a really refreshing take. Aimed at providing competitive, commercial vehicle insurance for tradespeople, their focus on jargon free, simplified insurance paired with a first class claims service is blazing the trail for a more bespoke and less outdated system. 

    Sam White, Founder and Chairman says, “We are thrilled to be working with ILC and look forward to sharing ideas and finding new insights for both the team and the business.”  

    Over the months, ILC looks forward to showcasing the insights and expertise of Pukka Insure with the ILC community. With the 10th Motor Claims Networking Lunch at the Grand Connaught Rooms, London on 19th January fast approaching, ILC looks forward to welcoming Pukka Insure claims professionals as event attendees.  

    Chris Ashworth, ILC Chairman says, “I am really pleased to welcome Pukka Insure to our invaluable group of Insurer Partners. Their commitment to making a positive difference and their unique approach to claims management makes this an exciting and inspiring opportunity.” 

    Contact: 

    For more information about becoming an ILC Insurer Partner, please contact Rachael Hunt (rachael@iloveclaims.com)

  7. Industry Leader Interview – Mark Orton, Prism Network

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    A nationwide company based in the Midlands – Prism Network serves both the commercial and domestic market – focussing on disaster recovery and repairs within the building and motor insurance areas.

     

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

     In a nutshell? Perseverance, a burning desire to succeed, a commercial mindset and an obsession with improving customer experience.

    I graduated from the University of Bedfordshire with a degree in Leisure Management.

    My university experience ignited my passion for sport, but I quickly realised there was no money in it for me. Hungry to succeed, I thrived in a number of roles including retail branch management and software IT sales – until I started buying and selling properties, becoming self-employed at 27 as a bona fide property developer.

    This led to a move to New Zealand in 2005, managing large-scale land development, in a country that shared the same native tongue!

    Hit hard by the 2008 market crash, I came back to the UK. Against the background of the economy – I saw the opportunities in the insurance sector – so in 2010, I set up Prism Network.  

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

    Undoubtedly, it’s the need to adapt to the ever-rising expectations of our customers, which incidentally are being met by organisations beyond the insurance sector.

    Customers are comparing the experience they get from companies like mine, to the brands that most deliver against their needs and wants, like Amazon for example.

    It’s a huge challenge – but one that excites me.

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

    Experience has taught us that all parties want us to move with a sense of urgency – whether that’s the insurance company or the policy holder. So, with that in mind, we always work at pace, knowing the first 24 hours after a flood, or a motor accident, can radically shape the final outcome for our customers.

    Secondly, we continually look to exploit technology to enhance the customer journey. For example, mobile video capability to capture what’s happened at an incident – speeding things up and reducing fraud. And also using apps to keep our customers updated every step of the way.

    And finally, we work hard to streamline our processes – reducing the number of people involved in a claim. This cuts down costs too, which makes everybody happy.

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

    Setting up Prism Network eight years ago and watching it grow and thrive exponentially into the company it is today.

    I was a relative late-comer to the insurance sector back then, so I’m incredibly proud of what I’ve achieved in an industry that was new to me.

    But I’ve always been obsessed with making the customer experience a great one – whatever business I’ve been in, and that’s a key contributor to the success of Prism Network.

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

    In my experience, the insurance sector is occupied by people who’ve been there a long time. This is fantastic from a knowledge perspective – I come across lots of very experienced and savvy individuals who are experts in their field.

    However, there’s immense value in being able to look things with a fresh pair of eyes. So, my tip would be to question everything, don’t accept the status quo and be prepared to adapt.

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

    I’d like to see the insurance industry focus on revolutionising the customer journey – just like the aviation sector have.

    The opportunity to differentiate ourselves through a stronger customer experience is huge and growing.

    Key to doing this, is understanding our customers better through intelligent data, exploiting technological advancements, and stripping out the layers of process involved in the customer journey.

    All of that will not only boost customer satisfaction levels, but also boost profitability too. It goes hand in hand.

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

    I like to think I’m productive because I’m constantly reviewing my ‘to-do’ list against my objectives. There’s no point doing a task that doesn’t fulfil your objectives. This allows me to prioritise effectively too.

    Secondly, I’ve built a team of people around me, who I trust implicitly. That allows me to delegate with confidence – and empowers them to do a great job.

    8. What gadget can’t you live without?

    My smart phone. It’s the door to my life – let alone my business. Like most people, it helps me to know everything, from where I’m supposed to be, to what the weather will be like!

    9.Talent or Perseverance?  

    If forced to pick one, it would be ‘perseverance’ – but within a framework of training and support.

    I think people who’ve got the grit and determination to succeed, can thrive in most situations.

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

    Firstly, I’m a father of three school-aged children, so seeing to their needs and ferrying them from cheerleading to football, keeps me very busy indeed!

    Secondly, staying on the theme of sport, I’m a qualified UEFA football coach and a regular at my local gym.

    And finally, I love to travel, and aim to see at least two new countries each year. Later in 2018, I’ll be heading to Bali, which I’m very much looking forward to.

     

  8. Industry Leader Interview – Mike Brockman, ThingCo

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    Mike Brockman 

    CEO

    ThingCo

     

    ThingCo is a new insurtech company, focusing on developing Next Generation Telematics utilising ADAS, Intelligent voice and AI

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

    I was always good at Maths. Born in Walthamstow, East London and educated at the local Comprehensive, I learnt from a young age that hard work and ambition was the way you get on in life.

    I was the first person to go to University from my school and joined Pearl Assurance as a trainee Actuary in 1979.

    The world was very different then. In 1980 I moved to the Motor Department. I loved it. Thirteen years later after a stint in Consulting too, I co-founded EMB the highly successful actuarial consulting firm now part of Willis Towers Watson.

    EMB become a world-wide firm and it was a very enjoyable part of my life. In 2009, I left my own firm to set up insurethebox, the specialist telematics only insurer. This was a real challenge. After everyone told me it would never work and 800,000 sold policies later I have now moved on to ThingCo. This is my new company whose aim now is to take telematics to the next level and carry on with unfinished business. We have some great ideas and I’m still excited as ever.

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

     The biggest challenge for motor insurers is how to navigate the impact of the technology of autonomous and connected cars on risk, distribution, data ownership and customer interaction. I think insurers are not facing up to this threat adequately and are not preparing themselves fully.

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

     I’ve set up ThingCo precisely for this reason. It is important that certain ingredients are learnt. Things such a telematics, camera and sensor data, ADAS, and intelligent Voice. All these things will be in cars over the next five to ten years and motor manufacturers will control them. Hence the threat to insurers if they do not learn how to use this information for their own purposes. Who will the OEMs partner with?; those insurers who understand what to do with this data or those that don’t?

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

     From an actuarial point of view, my influence on pricing personal lines around the world using GLM’s (generalised linear models). This has made a massive difference to data analysis during the 90’s right up to recent times. Machine learning is now more vogue but it has served the industry well.

    From a telematics point of view, proving it works and how the real time data can be used to save lives which it undoubtedly does.

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

     Insurance is the best industry to be in. It changes continuously. I would say to anyone; ‘look around, see who the movers and shakers are and stay on their tails!” Find the people who are always looking at tomorrow.

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

    I would have a complete review of regulation. I think this is now gone out of proportion and is a real barrier to innovation and ironically is giving consumers less freedom of choice. The UK has the best insurance market in the world and consumers have the best deals and levels of service. Don’t destroy this! Take a good look at the markets in the US, Europe and Far East. Don’t let the UK sit in the same box!

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

    I believe in healthy body healthy mind. Finding time to keep fit means you can take more stress and have more energy. I’m 60 now but still feel like a spring chicken!

    8.  What gadget can’t you live without? 

    There are two; my iPhone, yes boring and my running shoes. I run every day. 

    9.  Talent or Perseverance?

    It’s both, you won’t succeed with only one.

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

    I love work so this is never something to escape from. You get frustrated sometimes. But I go running. I’m a bit like Forrest Gump I keep running until I’ve got things out my system!

     

     

     

  9. Hills announced as new ILC Corporate Partner

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    5/7/18

    We’re delighted to announce that we have a new Corporate Partner. Hills Salvage and Recycling Ltd, are one of the country’s leading vehicle recyclers and suppliers of green, second-hand parts.

    Having started life as a small bodyshop over 50 years ago, Hills are now one of the largest and most specialised services of their type in the UK, operating from a site of 11 acres in Lancashire. Their end-to-end salvage management includes state-of-the art ELV processing, online auction, onsite bodyshop, bespoke insurance services and over 1 million recycled parts in stock, deliverable around the UK, Europe and internationally.

    Hills are a long-established member of the National Salvage Group (NSG), and work closely with some of the UK’s leading insurance companies, including Authorised Treatment Centre.

    Ian Hill, Managing Director, said

    “The ILC conference has quickly established itself as a ‘must attend’ event for our business.  It’s authoritative, brings all the leading players together and is manageable in terms of scale.  There are great debates and speeches from the podium which deal with the key issues we face as an industry and it’s now a permanent fixture in my diary.”

    Chris Ashworth, Chairman & Founder of ILC, said

    “It’s brilliant to welcome Hills as one of our Corporate Partners. Their long history and experience of automotive salvage and recycling will be invaluable for those attending our motor conferences and networking lunches. I know the ILC community will take full advantage of this.”

     At ILC conferences and events, Corporate Partners take advantage of a wide range of sponsorship opportunities to build brand awareness. Corporate Partners are also members of ILC Round-Table Forums where leaders in the industry debate important topics.

    Hills joins ten other ILC Corporate Partners. These include Autoglassâ, AutoglassâBody Repair, ControlExpert, GT Motive, SureTrak , Carpenters, Premex, ThingCo, Innovation Group and Validus-IVC-Ltd.

     

    Contact:

    For more information about becoming an ILC Corporate Partner, please contact Rachael Hunt (rachael@ilovecliams.com)

  10. PI Reform Focus Group with Keoghs

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    On 18th June ILC held a focus group on Personal Injury with Keoghs.

    Click here to download the full presentation.

    Keoghs Market UpdateILC RoundtableCivil Justice Reforms

    Contents/agenda
    Discount rate
    Whiplash reforms
    CMC regulation reform
    Jackson and fixed recoverable costs
    Post Legislative review of LASPO
    Briggs and the online Court
    IPT
    Where are we headed?