My Opinion

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…

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…

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…