London Claims 2012: a moment of truth for service quality?

May 04, 2012

Following on from our last piece about the recent cross-market fall in claims service performance we take a look at what the brokers are looking for in 2012 and what might be causing the decline:

Gracechurch Claims Performance Monitor shows a market undergoing transformation, with brokers knowing they are in for an(other) eventful year in 2012.  Multiple process implementations (e.g. ECF 2 and CTP) plus a hefty backlog of claims from 2011 are all cited by the brokers as the main challenges for the rest of 2012.

Worryingly, nearly half of all claims brokers now see the workings of ECF as their main challenge. Many say that ECF is changing the way that insurers service them - the specific concern being centred on a perceived sharp decline in insurers wiilingness to engage personally.

“Maintaining a high level of personal contact with the market as ECF is a very impersonal system.”

“More face-to-face where you can talk and negotiate, otherwise you are just uploading documents and become just a glorified postman.”

At the same time brokers, with the insurers are having to manage high volumes of claims left over from the previous record year of natural disasters.

This creates a complex terrain in which brokers have to juggle client expectations and maintain service quality - taking the human contact away appears to be making the job more, not less difficult.

What do brokers want?

The main call from brokers is for more engagement from claims teams;  proactive communication and a willingness to communicate and discuss issues:

“To be more responsive and proactive in communicating with us as brokers.”

“Be more responsive and more open to dialogue and be more communicative.”

It's not too late, but going forward insurers and brokers need to find new and better ways to interact and maintain relationships in a 'technologised' environment.

Inability or unwillingness to adapt will threaten London's increasingly strong reputation for great claims service.