1. Claims handling costs and quality of experts
Feedback for group discussion

2. Group One - insurers Q 1 Q2 Needed for reserves/costs/information
Separate representation should remain
Need to improve comms/collaboration process
Change may be forced by external regulators
Loss of control of claim Q2
Prime consideration individual and expertise
Price secondary with firm strength third (except big cases)
Relationship beneficial but claim specific
Personal recommendation rather than Yellow Pages

3. Group One - insurers Q3 Q4 SLA/TOE
Prelim assessment with reserve – update/realign
Budgets rare – usually block fee reserve
Managed process driven by reporting requirement Q4
Continuous/qualitative assessment
Monitor accuracy of reserves v settlements
Audits of TPAs in line with SLA
Triggered by unexpected movements
Recommendations
Global SLA/TOE
Revisit adjuster/surveyor issue at future conference

4. Group Two - insurers Appointment of experts Gathering facts
Coverage issues
Liability issues
Resource issues
Recovery issues
Objectivity
Selection of expert
Panels
Location
Experience
E & O
Price

5. Group Two insurers Management of experts SLAs TOE Budget
Reporting criteria
Assessment of experts
Criteria?
Timeliness/quality/reporting/price/accuracy of reserving
Open and closed file reviews

6. Group three - experts Q1 Q2
Protect own and clients interests:cause nature and extent
Skills not in house
Independent sources of information
Resistance by owners to u/w surveyor adjusting the claim Q2
Panels not resisted but not too narrow
Choose by personal knowledge or reference
Past record best advertising
Prompt payment in exchange for reduced rates
Location
U/W relationship with assured and types of expert dictates who chooses

7. Group Three - experts Q3 Q4 Managing expectations
Good instructions vital – as is clarification if unclear
Estimates reasonable for fee Q4
Few audited
Positive feedback is repeat business
Questionnaires well received by clients
Difficult to evaluate – which clients have the skills?

8. Group four - experts Q1
How else are u/w going to service the claims properly?
Experts who really are experts
Avoid duplication of experts Q2
Good experience in the past and reputation
Price – value for money and overall result than actual rates
Knowledge of clients and market procedures
Bad timing of appointment can impair expert performance and affect result

9. Group Four - experts Q3 Q4 Communication Deal direct. Talk direct
Record instructions
Give instructions to others in expert manner
Comms, comms, comms Q4
u/w experts in judging quality of work provided to them
Every case different – objective criteria unrealistic
Frequent dialogue between u/w and experts critical and would be profitable for recap at end of case