Energy - Allianz Global Corporate & Specialty

REGIONAL
EYE
An advocate for the customer:
the meaning of market management
Customer focus is at the core of Allianz Global Corporate & Specialty
(AGCS). The principle is simple: to understand client’s needs and act on
them. Ensuring clients are getting the right risk solutions requires partnership
and mutual exchange rather than one-sided marketing.
JONATHAN TILBURN
08 Regional Eye
“Transparency is essential on both
sides. The clients need to know
that they can trust their insurer.”
In an environment of constantly evolving business and
new challenges for clients, it is essential to get a better
understanding of what clients need and to provide a
clear picture of what AGCS has to offer. Giving the client
a single voice within the organization and single point of
contact to AGCS was why market management was
established. Market management means constantly
striving to talk to clients and work with underwriting to
develop better products and services.
Earlier this year, Brian Kirwan, became the head of Market
Management & Communication (MMC) for the London
regional unit of AGCS. The unit is responsible for
AGCS business in the UK, Ireland, the Netherlands, Belgium
and South Africa and looking to expand its pres ence
in all of these markets.
“The client and broker are at the center of what we do.
Making it as simple as possible to access our business is
fundamental,” Kirwan explains. This means taking a holistic
view to clients’ businesses with a team that provides
solutions that take all areas of underwriting and services
into account.
As markets evolve and client needs change, working
with them to understand their business and providing
them with an overview of the full range of support AGCS
can provide is fundamental. Kirwan adds: “It’s partnership
with regular dialogue and an in-depth mutual understanding
that makes a relationship.”
Listening to clients discuss their business needs, provid -
ing AGCS's own experience and mutually sharing expertise
creates better products. The relationship develops
by discussing what the client’s expectations are and
how the insurer can respond to this. “Transparency with
Brian Kirwan: Head of Market Management & Communication (MMC)
for the London regional unit of AGCS.
a client is essential on both sides,” Kirwan comments.
“The clients need to know that they can trust their insur -
er to provide bespoke solutions to the risks they face and
be there when they need them.”
There are no “one-size-fits-all” insurance solutions for
complex corporate or specialty business. “An insurer
should be innovative with the solutions they provide
their client and broker,” says Kirwan. “Market management
is about utilizing the holistic insights to provide
that innovation.”
When discussing insurance cover, the focus often falls
on the cover itself and not what could happen if a claim
arises. However, claims are a critical time. If not man -
aged correctly, they can have detrimental effects on the
business. Effective partnership and understanding of a
risk in advance have a positive impact when claims do
arise. Therefore, true client focus means discussing the
claims process from the very beginning.
Kirwan concludes: “If I was asked to summarize market
management, I would say its job is to work in partnership
and be an integral part of a client’s business. It’s
about taking time to get to know their business, the risks
they face and the challenges they are under. And it’s
about being there when the client needs us, acting as the
primary access point to the business. This builds a foundation
of trust were we can establish the basis for a longterm
relationship.”
BRIAN KIRWAN
Head of Market Management, AGCS London Regional Unit
brian.kirwan@allianz.com
WWW.AGCS.ALLIANZ.COM/GLOBAL-OFFICES/UNITED-KINGDOM/
Regional Eye 09