Presentation on theme: "Global Programmes and claims management Welcome"— Presentation transcript:
1Global Programmes and claims management Welcome The theme of our conference is “building the future together”But what is it that we are building; and do we have clarity and collective purpose around it?Why is it so important to always look ahead rather than to merely manage the current state?MOVE TO SLIDE 2Niels de Kock, Client Services DirectorE:T:
2Agenda An overview of a global programme How international programmes are set upDiffering culturesWhat do our clients want?Consider outsourcing claimsHow outsourced claims programmes workHow can we help…?
3An overview of a global programme Sample Global Management StructureLocal ClientOperationLocal ClientOperationAccountManagementTreasuryManagementRisk ManagementCaptiveInsurerBrokerDataManagementQualityControlLocal ClientOperationLocal ClientOperation
4How international programmes are set up (1) Global Program Defined as a program structure involving a Master Policy in one country with one or more local policies issued in other country(s). The Master Policy typically contains a DIC/DIL clause which links the local policies to the Master PolicySpeaker: Hans Mederer
5How international programmes are set up (2) Master Policy providing Difference in Condition (DIC) and Difference in Limits (DIL) cover either on a licensed, Permissible Unlicensed (PUC) or Financial Interest (FI) basisMaster PolicyCountry ALocal PolicyCountry BCountry CCountry DCountry E
6How international programmes are set up (3) Master clientMaster brokerMaster InsurerLocal InsurerFronting partnerLocal brokerLocal client
7How international programmes are set up (4) EuroPass / Freedom of Services30 EU and EEA Countries that can be covered on a “passported” basis
8Differing cultures... Language Legislation Use of loss adjusters In-house adjustersUse of consultantsSubrogation procedures.....
11What do our Global Clients want? A trusted strategic relationshipRobust local service delivery with global co-ordinationConsistent approach to claims and risk managementDelivery of promises madeReinforcement of brand and business strategyMeaningful data and portfolio analysisProfessional account managementManagement ControlsImproved Risk Management
12Consider outsourcing claims... Claims as a core competenceIs claims handling core to your business or not?Do you have the experience in house?Do you have the geographical spread?How much can you rely on your offices abroad?Can you present your bosses with Claims Management Reporting that is meaningful and consistent?Can you quantify the added value of your risk management strategyAnd show savings in claims or insurance costs?How can you evidence added value in claims handling?
13Why work with a Global Claims Manager (TPA)? Direct involvement in management of claimsLocal claims management expertise around the worldFlexible, scalable and attuned to your Risk Management philosophyIndependent from Brokers and InsurersInsurance set-up can vary from country to country, and year to yearClaims are handled in line with your Risk Management strategyProvides full control over claims servicesClaims processes can be tailored to Client’s proposition and philosophyClearly established Service Level AgreementsClient own all claims data and historyPreferably with delegated authority to handle/settle claims locallyKeeping your administrative involvement in the claims process limited
14How to outsource...? Selecting the right partner... Are there suitable claims companies on the market?With sufficient technical expertise in your line of business?That understand your goals and objectives for claims handling?Analyse claims and underwriting systems capabilityConsider the impact on customers, employees and reputationLegal implications and complianceAbility to manage an outsourced claims serviceExit strategy
15A TPA Arrangement TPA Contract / Agreement Delegated Authority from insurerService Level Agreements and Service protocolProgramme and Account ManagementRegulatory compliance and Data ProtectionSystems, reporting, and frequency of meetingsPayment of claimsRelationship owner: Broker –v – insurer –v – corporate
16Designing a global claims process No tasks that do not add value to the claims outcomeWorkflow segmented by type and complexity of tasksLocal vs. central relationshipProactive and flexible capacity managementClear responsibility towards the clientVisible performance measurement
17Designing a global claims process Avoid redundancy!WaitLack of synchronicity,Wait for documents, people1Execution in claims handling worldwide is typically different from home countryKey is to design an efficient process, that works everywhere and reduces unnecessary stepsMoveExcessive movement/ handover of claims along the processRework11Need to perform activities multiple times and/or to correct errors52Over-processing/skill1143Execution of activities not strictly necessaryUse of skilled resources for simple claims/tasksLeakageErrorsOverpaymentMissed recovery
18Broadspire worldwide Offering claims services throughout the world Specialisation in multinational claims programmes Consistent service delivery throughout the world.Dedicated, tailored claims servicesOne on-line claims system used in all countries Including full online access for our clientFocus on:Quality and consistency in claims handling and reportingCost controlProtection of Client brandRecovery of losses where possibleHigh quality management information
20Potential lines of business General LiabilityEmployers’ LiabilityProduct LiabilityProperty and RecoveryMotor FleetTravel, Accident & HealthProduct recallMarine / Cargo
21Local handling of claims A local claims service in each countryOne main dedicated contact in each country Supported by a local claims teamLocal claim notification to Broadspire Directly from your customer, claimant and/or via your local officeHandling procedures customized to each clientOne Service level agreementRegular local review meetingsBroadspire handles claim on your behalf We set reserves, appoint expert, initiate recoveries and deal directly with any Third Party claimFollow-up proactively and pay claim through e-Claims (our proprietary global claims management system) within delegated authority
22Global Claims management Central claims controlCentral account managementSingle point of contact for all countriesAccessible, customizable management informationCovering all countriesOne contract and service level agreementOptimal control with automated Key Performance Indicators and Service Level Agreement reportsRegular central review meetingsManaging changes and feedback from countriesCentral billing and financial administration, treasury services on a global basis.
23Our Global Claims system: e-Claims Crawford’s global web-based Claims systemUsed in all countries to manage claimsAll English languageDesigned for multinational clientsOnline access and reporting, 24/7Multi-currencyCurrently:- 400,000+ claims registeredmultinational client programmes