Gracechurch’s Weekly People: Re-claiming relationships

Now that the dust has settled on what was a busy July, I’ve had a chance to reflect on what our latest insights mean for the industry. With a clearer head – and a few more hours of sleep – I thought we might revisit what brokers have been telling us and what we covered in our recent reports.

Our recent Claims Monitor, which covers the London and UK Markets and many of you will be familiar with, provides insights for claims leaders into expectations and service delivery from the claims brokers they work with in the London and (separately) UK Markets. The full reports are available only to subscribers, but I wanted to share something about Relationships which was one of our focus areas: What the best claims teams do from a Relationships standpoint that sets them apart from the rest.

Do brokers prioritise outreach outside of a live claim over face-to-face interactions and meetings? Should claims teams be friendly and approachable, or are the so-called ‘warm and fuzzies’ less important than efficiency and speed? You get the idea.

Building and maintaining broker relationships is crucial for overall service and feedback from brokers clearly shows that they are primarily looking for claims handlers that do the “brilliant basics”. To them, this means prioritising working relationships over personal ones. What do those behaviours look like in practice? While I can’t give away the whole story (hint: answering emails quickly is key and teams that are commercially minded excel), what I can do is highlight a few individuals recognised by brokers for embodying some of those qualities in their day-to-day:

And of course, this isn’t possible without the support of the brokers who take part in the Claims survey, helping to ensure their voice is heard and to support performance improvement.?Thank you to you all.

Until next week,

Rebecca Yuska

Research?Director

E: [email protected]