1. Global 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 2
Niels de Kock, Client Services Director E: T:

2. Agenda An overview of a global programme
How international programmes are set up
Differing cultures
What do our clients want?
Consider outsourcing claims
How outsourced claims programmes work
How can we help…?

3. An overview of a global programme
Sample Global Management Structure
Local Client
Operation
Local Client
Operation
Account
Management
Treasury
Management
Risk Management
Captive
Insurer
Broker
Data
Management
Quality
Control
Local Client
Operation
Local Client
Operation

4. How 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 Policy
Speaker: Hans Mederer

5. How 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) basis
Master Policy
Country A
Local Policy
Country B
Country C
Country D
Country E

6. How international programmes are set up (3)
Master client
Master broker
Master Insurer
Local Insurer
Fronting partner
Local broker
Local client

7. How international programmes are set up (4)
EuroPass / Freedom of Services
30 EU and EEA Countries that can be covered on a “passported” basis

8. Differing cultures... Language Legislation Use of loss adjusters
In-house adjusters
Use of consultants
Subrogation procedures
.....

9. Differing cultures...
Coffee shop…
USA
Italy
France

10. Differing cultures...
Coffee shop…
Amsterdam

11. What do our Global Clients want?
A trusted strategic relationship
Robust local service delivery with global co-ordination
Consistent approach to claims and risk management
Delivery of promises made
Reinforcement of brand and business strategy
Meaningful data and portfolio analysis
Professional account management
Management Controls
Improved Risk Management

12. Consider outsourcing claims...
Claims as a core competence
Is 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 strategy
And show savings in claims or insurance costs?
How can you evidence added value in claims handling?

13. Why work with a Global Claims Manager (TPA)?
Direct involvement in management of claims
Local claims management expertise around the world
Flexible, scalable and attuned to your Risk Management philosophy
Independent from Brokers and Insurers
Insurance set-up can vary from country to country, and year to year
Claims are handled in line with your Risk Management strategy
Provides full control over claims services
Claims processes can be tailored to Client’s proposition and philosophy
Clearly established Service Level Agreements
Client own all claims data and history
Preferably with delegated authority to handle/settle claims locally
Keeping your administrative involvement in the claims process limited

14. How 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 capability
Consider the impact on customers, employees and reputation
Legal implications and compliance
Ability to manage an outsourced claims service
Exit strategy

15. A TPA Arrangement TPA Contract / Agreement
Delegated Authority from insurer
Service Level Agreements and Service protocol
Programme and Account Management
Regulatory compliance and Data Protection
Systems, reporting, and frequency of meetings
Payment of claims
Relationship owner: Broker –v – insurer –v – corporate

16. Designing a global claims process
No tasks that do not add value to the claims outcome
Workflow segmented by type and complexity of tasks
Local vs. central relationship
Proactive and flexible capacity management
Clear responsibility towards the client
Visible performance measurement

17. Designing a global claims process
Avoid redundancy!
Wait
Lack of synchronicity,
Wait for documents, people 1
Execution in claims handling worldwide is typically different from home country
Key is to design an efficient process, that works everywhere and reduces unnecessary steps
Move
Excessive movement/ handover of claims along the process
Rework 1 1
Need to perform activities multiple times and/or to correct errors 5 2
Over-processing/skill 1 1 4 3
Execution of activities not strictly necessary
Use of skilled resources for simple claims/tasks
Leakage
Errors
Overpayment
Missed recovery

18. Broadspire worldwide Offering claims services throughout the world
Specialisation in multinational claims programmes Consistent service delivery throughout the world.
Dedicated, tailored claims services
One on-line claims system used in all countries Including full online access for our client
Focus on:
Quality and consistency in claims handling and reporting
Cost control
Protection of Client brand
Recovery of losses where possible
High quality management information

19. Country (Head Office) - (P) for Partner
Worldwide Coverage
Asia-Pacific
Europe
N-America / Caribbean
Australia (Sydney)
UK (London)
U.S.A. (Atlanta)
New Zealand (Auckland)
Belgium (Brussels)
Canada (Kitchener)
China (Beijing)
Bulgaria (Sofia)
Antigua
Hong Kong
Czech Republic (Prague) (P)
Barbados
India (New Delhi)
Denmark (Copenhagen)
Jamaica
Indonesia (Jakarta)
Finland (Helsinki)
Puerto Rico
Japan (Tokyo)
France (Paris) (P)
Trinidad & Tobago
Korea (Seoul) (P)
Germany (Düsseldorf)
US Virgin Islands
Malaysia (Kuala Lumpur)
Greece (Athens)
Philippines (Manila)
Hungary (Budapest) (P)
Latin America
Singapore
Ireland (Dublin) (P)
Argentina (Buenos Aires)
Taiwan (Taipei)
Italy (Milan)
Brazil (Sao Paulo)
Thailand (Bangkok)
Netherlands (Rotterdam)
Chile (Santiago)
Vietnam (Ho Chi Minh City)
Norway (Oslo)
Colombia (Bogota)
Guam
Poland (Warsaw)
Ecuador (Quito) (P)
Middle East / Africa
Romania (Bucharest) (P)
El Salvador (San Salvador) (P)
Israel (Tel Aviv) (P)
Russia (Moscow) (P)
Guatemala (Guatemala City) (P)
Jordan (Amman) (P)
Spain (Madrid)
Mexico (Mexico City)
Egypt (Cairo) (P)
Sweden (Stockholm)
Nicaragua (Managua) (P)
Pakistan (Karachi) (P)
Switzerland (Zurich)
Peru (Lima)
Saudi Arabia (Al Khobar)
Turkey (Istanbul) (P)
Venezuela (Caracas) (P)
South Africa (Johannesburg)
Ukraine (Kiev) (P)
Panama (Panama City)
United Arab Emirates (Dubai)
Portugal (Lisbon) (P)
Country (Head Office) - (P) for Partner

20. Potential lines of business
General Liability
Employers’ Liability
Product Liability
Property and Recovery
Motor Fleet
Travel, Accident & Health
Product recall
Marine / Cargo

21. Local handling of claims
A local claims service in each country
One main dedicated contact in each country Supported by a local claims team
Local claim notification to Broadspire Directly from your customer, claimant and/or via your local office
Handling procedures customized to each client
One Service level agreement
Regular local review meetings
Broadspire handles claim on your behalf We set reserves, appoint expert, initiate recoveries and deal directly with any Third Party claim
Follow-up proactively and pay claim through e-Claims (our proprietary global claims management system) within delegated authority

22. Global Claims management
Central claims control
Central account management
Single point of contact for all countries
Accessible, customizable management information
Covering all countries
One contract and service level agreement
Optimal control with automated Key Performance Indicators and Service Level Agreement reports
Regular central review meetings
Managing changes and feedback from countries
Central billing and financial administration, treasury services on a global basis.

23. Our Global Claims system: e-Claims
Crawford’s global web-based Claims system
Used in all countries to manage claims
All English language
Designed for multinational clients
Online access and reporting, 24/7
Multi-currency
Currently:
- 400,000+ claims registered
multinational client programmes

24. Grazie!
Questions?