Suppliers Must Also Deliver Consumer Duty Obligations

At a recent meeting of around 50 different representatives within the claims supply chain – spanning repair, IT, legal, and other sub-sectors – there was an interesting discussion around the new Consumer Duty rules. The meeting had a collective sigh of relief from suppliers, who are not directly part of the regime.

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customer experience

Genuine Customer Centricity is a Sham

I sometimes wonder if I am living in a parallel reality, one in which the blandishments of the marketing professionals and ‘customer centric’ gurus have not yet had the opportunity to work their magic.

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Building Trust through Responsible Al in Claims: Championing a Voluntary...

One of the core tenets of insurance is that of trust.

Our customers must believe that monies will be available to meet their costs and settlement will be on a fair and equitable basis in the event of a valid claim. Without that trust, the whole ecosystem of insurance comes under threat. Customers will feel short-changed, deceived, and even mutinous – perhaps to the point where fraudulent behaviours are seen as somehow acceptable.

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Picture of a typewriter

What's So Special About You?

Every vendor will tell you that they are the best at what they do, whilst the claims department will demand a range of competitive propositions from their suppliers which are intended to convey some sort of advantage over other insurers.

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Better Ways to Find the Right Suppliers

Responding to a tender on behalf of one of my supplier clients (not an insubstantial company), I was struck by the gulf between insurer expectations and supplier reality. A veritable tsunami of questions flooded the inboxes of the supplier bid team across a vast array of subject matter, but all of the questions had a single thread of connection between them.

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The Most Powerful Drug Ever Invented

Let me tell you 3 true stories. Firstly, I recently received an email from a colleague where the bottom of the few lines of text read ‘KR’. I knew for certain that my workmate did not have the initials ‘KR’….

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Since when did ‘Digital First’ become a valid customer strategy?

The good news is that every single institution that I meet in this mysterious world of claims that I move within is “customer centric”. I know this because they all tell me that this is so. Without exception every insurer,…

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Living with the Future

Who would have thought that space travel would have invented, amongst other things, the cordless vacuum, treadmills, and invisible braces? Or that the mobile phone would have grown to be the devil-child that it now is, having started life as…

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