In talking with various departments and offices around the C&C business, one team is mentioned time and time again, as being crucial in our exceptional level of client retention: the Claims Department. So, it made sense to catch up with them to find out what they do to warrant such consistently high levels of praise from their colleagues.
Claims is headed up by Richard Bower-Lowe and is supported by Steve Lockey. Between them, they have 25 years of experience working in the C&C claims team, alone. That in itself is pretty impressive.
There are 16 in the team and everyone works across all industry sectors, has extensive knowledge of how different insurers operate and understand the importance of managing client expectations. They also have a very deep-seated understanding of what a client needs, which is a slightly different skill from just having industry knowledge. This team only ever engage with our clients during challenging times – emotionally, physically and often financially, so it’s not just nuts and bolts knowledge that matters, it’s having the empathy and emotional intelligence to deliver the personal touch that clients need during those challenging times.
In Steve’s mind, this is something that can’t be stressed enough:
“Over the years, personal relationships with professional service providers have been seriously diluted, not just within the insurance sector, but where web-based interactions are now the norm, regardless of the industry. The team here goes out of their way to build long-lasting relationships with our clients.”
It’s fair to say that the claims team are C&C people through and through, and the attrition rate is incredibly low. It’s staggering to learn that all bar one person, still remains from when Richard first took over, 14 years ago. Some have been here almost 19 years! That’s a lot of retained industry experience and relationship history with clients.
Despite the high staff retention levels, over this period, Richard and Steve have also grown, moulded and strengthened the team to become one of the powerhouses in securing client retention. The team’s mission statement is to “make a difference every day”. You won’t find this statement written on a wall or on mouse mats strewn across every desk. It doesn’t have to be. The team just get it. It’s in their DNA.
Many insurance brokers don’t have the luxury of in-house claims teams and understandably so. Technically, a claims team is a cost centre. Its purpose isn’t to generate revenue; therefore, many brokers wouldn’t consider offering this service. And for those brokers that do have a Claims Department, many are simply a post-box through which claims are channelled. Our team goes above and beyond: we intervene and negotiate on behalf of clients; we fight for them, often challenging repudiated claims through research and uncovering relevant evidence, like peeling back the layers of an onion, until we have a strong counter-case to argue on their behalf.
We also go beyond the expectations of a standard Claims Department by analysing our clients’ management information. We look for patterns and clues as to why claims might arise, for example through a particular driver, journey type or destination. By helping our clients manage their claims experience, we can help them reduce their premiums over time, which can make a significant difference to their investment and growth. Time and time again we hear that our clients haven’t received this level of service elsewhere.
Unlike other aspects of the business, it’s a challenge to measure success within a Claims Department, as metrics such as GWP, can’t be applied. So how is success judged?
Well, that brings us full circle. The incredible client retention levels enjoyed by C&C are due in no small part to the level of support provided by the claims team. The added value clients enjoy goes well beyond any contractual obligation. The team even get involved in helping clients with claims unconnected with their insurance portfolio such as claims against their commercial landlords, if need be. At a time of stress for their clients, stepping in to help minimise that stress is something you can’t put a value on.
Richard sums up the claims team approach perfectly:
“It’s wonderful to hear that our colleagues have trumpeted what we’ve achieved and how we operate with clients. It’s a cliché but we do go the extra mile and then some. We’re always trying to minimise the impact of a claim and the disruption it causes to clients, and they’re incredibly appreciative. We’re probably a little guilty of hiding our light under a bushel, most of the time. We work tirelessly for our clients – but that’s our job. That’s what we do. I don’t know of a more client-centric firm of insurance brokers in the business.”
