market talk
ACE @ Prism
Barbon goes to Hollywood New faces at THB
ACE managing claims
relations A
CE European Group have a record of cracking the London-based press gathering conundrum - how do you get the busy journos to actually turn up to an evening function after a long day in the City? Last year it was ten-pin bowling in Brick Lane, but this year’s outing was somewhat more up-market and less strenuous. An evening of practical domestic science - mixing cocktails! A cocktail masterclass held in the former Bank of New York building on Leadenhall Street that now poses as the Prism brasserie & bar.
After a hard day in the City
myself, listening mainly to tales of woe about some pretty poor
claims handling service from one of our major industry players (not ACE of course), it was very uplifting to bump straight into an ACE manager possessing the business title of Claims Client Relationship Manager. This was Catherine Murphy and she joined ACE in 2009 in this role for its major risks business. She had previously spent 11 years with RSA in underwriting, global services and claims.
It sounded to me as if this role is exactly what is missing in certain areas of the insurance industry - someone whose focus is to meet with clients before losses occur to help oil the wheels of the process, so that there is a better understanding of specific claims requirements.
Bosca Night for Barbon C
ongratulations to HomeLet MD John Boyle and sales & operations director Heidi Abbott pictured here at the Barbon Insurance annual Olympic Super Champions
Awards - the Boscas - held at London’s Madame Tussauds at the end of January. Lettings and tenant
referencing specialist HomeLet won the ‘Business of the Year’
Catherine told me that the value of this arises from the fact that no two major risks clients are ever the same. Each one has bespoke needs and expectations. “My job is to understand those needs and expectations in order to appoint the right claims people to their dedicated team, and ensure ACE deliver on their promises. “The fundamental difference of this approach is that a claims client relationship manager doesn’t wait until a claim occurs. The work put in with clients up front means that when a claim does occur, it is handled to the high standards they expect. “This approach recognises the value that claims have - as the acid test of delivery. Being
in association with
Catherine Murphy
cross-class, ACE major risks clients placing any lines of business can rest assured they will receive a co-ordinated claims approach in line with their bespoke needs.”
London Market expansion for THB
award as Barbon’s top performing business. “Winning this award tops off a fantastic 12 months for HomeLet and proves we have some real stars within the business,” says John Boyle. Employee Sarah Day took the award in the ‘People’ category, as well as scooping the Overall 2010 BOSCA Champion prize of an all- expenses trip to Hollywood. Barbon’s chief executive Martin Oliver tells us that the event for 2011 will adopt the same Olympic theme. “But next time there will be medals for world class retention and customer service stories. We will also be holding a ‘Barbon has talent’ show on the same night.”
6 insurancepeople MARCH 2011
HB Group is to expand its London Market division (part of its Lloyd’s broking operation Thompson Heath & Bond) with three new appointments to the 35-strong motor fleet and commercial teams. Kevin Kidby becomes a broker with THB Motor Fleet. He was previously with Willis and AFL, where he established and developed a fleet account. Mike Fountain joins as regional development manager, having a long-standing connection with THB through a previous position at Holman’s Marketing, as well as time in regional development at Tradex. Owen Davies will head the London Market commercial team from his most recent role at R K Harrison and before that at R L Davison.
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