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.