18 BROKERS’ MONTHLY
Where’s the champion?
Where’s the customer’s champion when it comes to claims
settlement? There’s the complaints channel and the Ombudsman
of course, but these are ‘after the event’ redress measures –
sometimes long after. Calls for fairer impartial assistance for
claimants while their claim is being processed are growing, and
Aon’s John Bell believes this goes to the very heart of treating
customers fairly
by John Bell
n this consumer-led day and
the potential benefits of other
Head of Claims
I
age, increasingly governed by
insurance related subjects.
Aon commercial insurance team
regulatory principles, we are
However, we have all seen
constantly exhorted to prove that
the busy finance director, risk
competitor on “The Apprentice”
we are treating the customer
manager or company secretary
that ego and ability are not
fairly.
glaze over at the mere mention of
always linked in proportion.
People have been buying
insurable interest or loss ratios.
We can improve our game
insurance for at least the last
Linking the management of risk
and our value if we take time to
three hundred years, and there is
to the cost and availability of
understand what we are trying to
evidence that the ancient race of
coverage is akin to persuading a
achieve for clients, and greater
the Minoans had some form of
compensation scheme for sea
traders. On this basis, given that
insurance is not a mandatory
purchase, it would suggest that
the vast majority of customers
derive satisfaction or peace of
mind from their continued
purchases of policies.
There are always
improvements to be made, and in
the broker’s role, the well being
and service experience of the
client is paramount. The vast
“It only takes one bad
majority of claims are handled
experience for a client
well and fairly, but it only takes
to condemn the whole
one bad experience for a client to
condemn the whole industry as industry”
rogues and vagabonds, intent on
increasing premiums but refusing
to pay claims. We also have to
ensure that we are not selling
cover which is not appropriate or
needed.
Greater clarity and
communication of the purpose,
intent and benefits of policies
needs to be driven into the
industry. This will help all to
understand what they are buying,
the value that this can bring and
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