ILC ARTICLE

Rising Star Interview with James Krogh – Senior Claims Handler, Davies Group

7th December 2021

Tell us about your role. What do you do and what do you find most interesting about it?

I’m a Senior Claims Handler based in our office in Preston, but I also work closely with colleagues in Stoke-On-Trent. I handle complex claims, review feedback to prevent complaints and work on strategies to improve customer journeys. In addition, I provide support, coaching and feedback to more junior claims handers and deputise for our Team Leader when they’re away.

What I enjoy most is to support colleagues across our offices and help claims handlers develop. Ensuring they’re in the best position to develop their skills & knowledge.

What made you want to work in this industry?

I started my career in a healthcare broking firm and enjoyed dealing with claims the most. I joined Davies as a Property Claims Handler just under 4 years ago, since then I’ve worked my way up to Escape of Water Specialist and now Senior Claims Handler.

What do you see as the biggest challenge to your industry in the next year?

I think the biggest challenge is going to be the financial recovery following the pandemic – the industry needs to find a way to recover financially but also ensure that it’s offering the best cover for customers’ needs whilst mitigating indemnity spend. There is a lot of competition and whilst many policyholders will go for the cheapest price, they may not fully understand the insurance process and their cover.

How would you like to see the industry improved in the next year / 5 years?

I would like to see more use of technology in the industry over the next year, and more partnerships with emergency services such as the police and fire brigades. Getting detail from them can really help us with larger claims and preventing fraud and obtaining reports from these sources can be a lengthy process at the moment, which is adding complications to the process on these claims.