OUTSOURCING SPECIAL – CLAIMS
able to work with the broker to expected to claim once every
ensure that panel insurers ten years. Clearly, the way
Shene takes a shine to
receive prompt and accurate claims were handled 10 years
data in a format that minimises ago is very different to how
outsourcing its claims
their administration costs. they are handled today. So the
Equally, brokers need to be selected partner should employ
Personal lines broker Shene Insurance has signed up outsourced
confident that they will always claims handlers who
claims specialists Bankstone to provide a full-service external claims
have the information they need understand this, who treat each
handling service for its motor, household and business customers.
to manage relationships with customer with respect and
insurers – including a full suite empathy, and can manage their
Shene Insurances managing director Philip Alexander comments:
of management information expectations appropriately.
“Our first priority is always to deliver the best possible service to our
(MI) reports. They will also be fully up to
customers. Having looked at a number of potential outsourced
These should offer reports date with the latest changes
providers, we believe Bankstone had the right resources and the right
tailored to specific MI needs – insurers have made to their
philosophy to take our claims handing service to the next level. They
whether in terms of controlling processes.
have the systems, the people, and the quality control to ensure our
claims costs or understanding
clients get the personal attention and support they are looking for
their impact on the different
when they need to make a claim.
policy types in your portfolio.
Outsourcing can also be a T
echnology is another key
consideration. From the
minute a claim is reported,
“One of the benefits of outsourcing our claims function will be
way for brokers to enhance you should expect to have real-
extending the hours during which we can offer a personal claims
customer service without time online access, and so have
service to our customers.”
sacrificing control over the the ability to take a view on
claims process. For most types whether it is something you
The company is also hoping to maximise customer satisfaction and
of personal lines policies – would want to get involved
retention and reduce operational costs. Shene and its customers will
including home, car, with directly. Outsourcing
also benefit from Bankstone’s technology platform, its online claims
motorcycle, taxi, caravan, should absolutely not mean the
facilities and its team, many of whom are former brokers themselves.
commercial vehicle, pet and broker is distanced from an
travel insurance – brokers awareness of what claims can give customers the comfort advantage of this approach is
should be able to find a service customers are making. Indeed, of dealing with a trusted name its potential for providing
provider who will handle all for many brokers it can at the time of an incident and insurers with details of
FNOL aspects of a claim significantly enhance this deliver a service consistent incidents along with full policy
including external post and understanding. with your brand values and records – especially important
contact with the third party. Every broker is different. service offering. with delegated scheme
Each has their own specific If the customer perception business.
C
onsistent service is key. requirements, particularly in is that they are dealing directly
A service provider should niche sectors of the market. with you, they will quite
be able to handle all This is precisely where a good naturally expect the person to
claims in a consistent manner. claims handling firm excels, whom they are talking to know
A
bove all, brokers should
choose a partner who
offers all of its clients a
If a broker has a panel of 10 offering the ability to work all their details. The only way
high standard of account
insurers, each will handle closely with underwriters when to achieve this is to select a
management, personal
claims in a slightly different developing new schemes while claims-handling partner who
attention and innovation. They
way. The outsourced claims retaining close control over can access the brokers
should look for a firm that
partner should be able to service standards and costs. customers policy records
makes the effort to understand
“homogenise” the service your The issue of brand is also seamlessly, via a link into the
the brokers brand, business
customers receive to a crucial. Many claims handling software house.
model and marketing strategy
uniformly high standard – companies now offer an own- This allows call-handlers
– one with the eagerness and
regardless of which insurer the branded service. This can and to verify customer details
the understanding to
business is placed with. should include everything from directly from records, transfer
contribute to the business
A typical brokers book answering the telephone in a this data into their claims-
success on a broad front. And,
might have an incident rate of companys name to branded handling system, and be
in conclusion, brokers should
something like 10 per cent. stationery for all discussing the details of the
not forget to ask for evidence
Simplistically, that means the correspondence. claim within seconds of
of customer-satisfaction
average customer can be An own-branded service answering the phone. Another
feedback.
Insurance Brokers’ Monthly 13
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