Practical Issues in Claims Management - Insurance Market ...

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Service Drivers – What do brokers/clientswant?Stated importance• Strong commitment to paying fair claims• Process claims speedily• Claims staff committed to delivering excellent service• High calibre claims people• Highly responsive to broker needs• Build good relationships with broker• Keep you informed of progress• Highly effective implementation of new businessprocesses such as ECF• Deploy technology effectively to improve service
Room for Improvement?The primary issues that broker believe need to be improvedare:• Service to customers• Knowledge of general insurance• Quality of staff• The ECF system• Client relationships
Page 3: 2004
Page 6 and 7: Lloyd’s Claims Management Princip
Page 8 and 9: 2006
Page 11: ECF• LMP 2001 set out a London ma
Page 14 and 15: 2010
Page 16 and 17: Claims Transformation Project cont
Page 18 and 19: 2011
Page 20 and 21: Lloyd’s Claims Management Princip
Page 22 and 23: Minimum Standards
Page 24 and 25: Resources, skills and managementcon
Page 26 and 27: Claims adjustment and managementPri
Page 28 and 29: Claim ReservingPrincipleClaim reser
Page 30 and 31: Management of external service prov
Page 32 and 33: Performance MeasurementPrinciplePla
Page 34 and 35: Glossary of Terms• Syndicate Busi
Page 36 and 37: To this…..
Page 38 and 39: Resource/People- Historical relucta
Page 40 and 41: Today’s Challenges• Soft market
Page 42 and 43: Worldwide Claims Service Comparison
Page 46 and 47: Survey Summary• Increasing recogn

Practical Issues in Claims Management - Insurance Market ...

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