Claims Club Blog: Communication, flexibility and empathy, the keys to claims success

25 Sep 2017

BLM's Terry Renouf has authored a blog for Post Magazine following its recent Claims Club event. Terry highlights the topical commentary and the focus which was "getting claims right through communication and customer service."

Terry says: "The session kicked off with a panel discussion of the broker expectation and experience of claims. Jon Cawley, head of claims, Towergate Underwriting UK, confirmed that in his experience a client was prepared to pay more for a quality service, while Andrew Gibbons, chairman of the British Insurance Brokers’ Association industry claims working group and managing director of Mason Owen Financial Services, confirmed that a poor claims experience will trigger a change of insurer. He spoke of a corporate policyholder paying a significant seven figure premium whose custom was lost because of the substantial dissatisfaction with the claims experience."

To read the full blog please click here.

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Disclaimer: This document does not present a complete or comprehensive statement of the law, nor does it constitute legal advice. It is intended only to highlight issues that may be of interest to customers of BLM. Specialist legal advice should always be sought in any particular case.

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