My Opinion

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.

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’….

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,…

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…

A couple of years ago I was asked to be the co-leader of a major project to design a claims “brand proposition”. Flattery (and money!) will always attract my attention so, of course, I accepted the offer. The only problem…

Sustainability policies usually cost money. Which means that the claims department is instinctively opposed to any such moves. Where the initiatives can demonstrably save money – such as the use of ‘green’ parts in the motor repair sector – then…

An Independent View   In the course of my work as a claims and supply chain consultant I inevitably encounter – and sometimes advise – suppliers who are seeking to develop their business proposition for the claims market. I also…

Not too long ago I addressed a meeting of Claims Team Leaders. All of them, I guess, were technically competent. Some of them will have superior management skills of planning, organisation and decision making. A small minority might have exhibited…