Dennis Haggerty has extensive experience of both personal lines and commercial lines claims management. This includes controlling £50m of claims per annum when heading a team of 12 commercial claims handlers in the 1990’s. Since that time, the engagement of Claims in delivering a package of support services when marketing business propositions has been a vital differentiator of Dennis Haggerty’s approach. This is based on in depth knowledge and experience of delivering added value claims management services.
In recent times Dennis Haggerty actively marketed claims services that helped to secure administration business for a specialist provider. A claims service is often just considered to be an expense. However simply driving down costs (and frequently quality) can lead to profitability and customer outcomes becoming compromised. In contrast well led professional claims mnagement can both reduce claims leakage and gain excellent customer satisfaction scores.
During the last 10 years there has been a revolution in the power of customers to make or break an organisation. The traditional claims culture, often marked by a cynical and adversarial approach, has become a liability as a consequence of:
- The huge increase in the number of people who seek on-line reviews before buying anything.
- The power of social media for one person treated badly to no longer be a lone voice of complaint, they can influence their friends and potentially millions.
- The FCA now focus on customer outcomes and, as demonstrated by the PPI scandal, the non-payment of claims, however technically/legally justified, can trigger multi-million pound compensation.
Claims Management – a new commercial reality
The new commercial reality this has imposed means that the quality of service and speed of claim payments are now far more important than the measures most claims service providers focus upon: call answering times, calls waiting, staff utilisation and costs. Unfortunately these figures simply do not reflect the quality of the Claims service that the customer experiences.
Genuine help, prompt and unscripted is so much more meaningful to consumers. This applies equally to repudiations – a good repudiation can save thousands in complaint handling, FOS and legal costs. More importantly, to support sales and business growth, a high quality claims service can make a real difference. In a highly regulated industry Claims represents one of the few areas where an insurer can stand out from the competition.
Dennis Haggerty can identify where your organisation can generate more value from Claims and
- Put in place a quality administration
- Advise on a proven quality holistic approach designed to minimise complaint handling/FOS costs
- Reduce business risk
Most importantly transform your claims service from just being a business expense to become a marketing tool for the successful development of your business.