CLAIMS OPERATIONS

Our claims service for insurers includes:

On-site assessment of current claims operation;

Analysis of key statistics and claims data/feedback;

Identification of critical objectives and any possible 'quick wins'

Review of contracts and suppliers, including investigation of alternative supplier networks if required.

Working closly with Claims Management Team

An insurance client had serious problems with its motor damage claims service - independent surveys revealed that 40 percent of claimants were unhappy about the way their claims were handled, and a third of phone calls were not being handled within agreed times. Added to this, repair costs were rapidly escalating.

CWMC was called in to review the service, identify solutions and then implement them. We identified that the client could save £5 million in net savings over a five-year period through a range of pragmatic solutions. These included outsourcing first report claims handling to a specialist company with close links to a more cost-effective repair network.

We set up and worked as part of the client's project team, achieving first stage implementation within just three months. Within that time, customer satisfaction increased to 82 percent and the client achieved a 10 percent saving in repair costs.