My Opinions

My Opinion



Brand Management in the Claims Department

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…

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The Sustainability Dilemma in Claims

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…

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Repair Estimating & Open Platform Applications

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…

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Leadership Ain't That Easy

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…

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How To Treat Vulnerable Customers Fairly

With the FCA demanding that greater consideration be given to the needs of Vulnerable Customers, the onus is now every business to respond. This White Paper examines the key issues that you must address. Read in full by clicking here…

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Technology destroys claimant loyalty

In five years’ time we can expect that huge swathes of claims, especially those triaged by AI-driven magic, will be settled ‘en masse’. There will be little, if any, human intervention. Most personal injury claims will hit the new portal…

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Our Claims People Should be Back in the Office (most...

The Value of Collective Wisdom Outweighs Other Considerations The fact that you can do something does not mean that you should. It is perfectly possible to leap from an airplane without wearing a parachute. The consequences, of course, would be…

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An Insurance Claim is not the ‘Moment of Truth’

Following the Business Interruption claims debacle the latest buzzword in the industry is ‘Transparency’. There is belated recognition that policy wording, pricing practices, and underwriting criteria are all in need of an overhaul if we are to have any hope…

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