Time to be serious

It is really interesting the number of insurers I meet who feel that there is either little room to differentiate themselves with customers or that the time spent looking at the subject is time they cannot afford or is just wasted

I get the impression that these insurers see others who are trying to get closer to clients and provide improved services as just playing lip service to a fad. It's a "nicey nicey" thing but in reality it makes very little difference I can hear them say. After all many believe there is no loyalty in the business any more. Customers only buy on price and they switch insurers  depending on which way the wind is blowing

The most common excuse I get is that insurers are just too busy to spend the time to think about how they can improve service. I do have some sympathy...

The role of an insurer claims handler has never been so challenging. Why? well here are some thoughts:-

1. Large losses seem so much more complex these days

2.The industry is currently in a very tough cost position so resources are cut to the minimum

3.The demands to meet clients and travel are so much greater

4. Communication requirements are much more onerous

5. Clients live in a complaints environment

6. Procurement is driving supplier solutions and often these can be at odds with the "professional's" view

7. The IT processes in the London market often take longer in practice than the older style "face to face" broking.

Funnily enough I see the above as exactly some of the reasons why insurers should be trying to find a differentiator for claims. We all know it costs so much more to win a new client than renew a current one. So, retention of clients is critical and using your client base as advocates to win new business seems like a no brainer to me...

I guess what I am suggesting sounds reasonable but for that insurer's claims department that tells me they are way too busy to spend any time listening to clients and looking at service improvements it still sounds like it is just not going to happen..

Well, if you have read any of my previous blogs you will know that I see the world completely changing in terms of how you can contract services to help you do what you need to do.....

When my children say to me that they are too busy to buy my wife a birthday card what do I do? I help them. My wife gets what she hopes for, my kids are relieved that they were not seen to have let her down and I get the satisfaction of knowing I helped them to do something that is really important. 

The fact is my children of course know they should buy their mother a card and they do know where the shops are but they are all trying to live their own lives and sometimes they lose sight of what is really important....

If you are too busy to do what is really important, is it acceptable not to do it? If you do not do what the business environment demands of you, either you or your business will not be around for too long!!

So my message is that you do need to find the time or find someone who will help you do what needs to be done. This is where consultants can be really helpful......

I have looked at potential solutions for improved service in previous blogs but will update in my next one. The world continues to change....