What makes a great claims experience? Yesterday, we hosted the Gracechurch London Client Claims Social, an event that brought together a panel of industry leaders to discuss how claims can evolve into a strategic differentiator. The panel featured Zara Ismail, Head of Business Development Claims at Liberty Specialty Markets; Clare Constable, Chief Claims Officer at MS Amlin; Tobin Ryan, Head of Claims at Tokio Marine Kiln; and Paul Willoughby, Founder of Folio Group Ltd. They shared their valuable insights on this critical topic alongside Ben Bolton, Gracechurch's Managing Director. Here’s what we explored: ?? Challenges in Delivering Exceptional Claims Experiences From integrating claims into the sales process to addressing skills and capacity gaps, the panel discussed how claims teams can position themselves as key drivers of value for clients. ?? Claims as a Selling Point Claims aren’t just about paying out—they’re a cornerstone of the customer journey. We explored how to align claims with business goals, change public perceptions, and even attract new talent into the profession. ?? The London Market’s Unique Strengths The London Market stands out with its technical capabilities and ability to handle complex risks. The panel emphasised the importance of leveraging these qualities while maintaining humility and a global perspective. ?? Changing the Narrative How do we tell the story of claims effectively? From showcasing rapid responses in crises to improving transparency and using technology to enhance service, we focused on ways to shift perceptions and demonstrate the value claims bring to clients. A huge thank you to our amazing panellists for sharing their insights and to all our clients who joined us for this engaging event! ?? #Claims #LondonMarket #ClientExperience #Innovation
Folio Group Ltd
1 个月
Thanks very much for having us Gracechurch, I hope that we can continue to contribute in making sure that Claims gets the recognition it deserves at the board level.
Sam J.
1 个月
Great event, interesting discussion and lovely to see everyone, thanks for organising Gracechurch!
Ben Bolton
1 个月
Great to see everybody and thanks to the brilliant panel helping to kick off the year with such an engaged and interesting conversation! Onwards and upwards
Head of Claims at Tokio Marine Kiln
1 个月A big thank you to Gracechuch for giving us the opportunity to discuss this important topic, one which clearly the panel and audience felt passionately about. Exciting times are ahead for Claima which we must make the absolute most of!