Context is key when it comes to claims service. Every loss scenario is different, which means claims service providers need to be agile, flexible and quick-thinking.
When faced with such ever-changing challenges, what does it take to provide an outstanding claims service? Insurance Business caught up with Pat Van Bakel, president and CEO of award-winning claims management solutions provider, Crawford & Company Canada, to find out more.
“It’s tricky to define outstanding claims service because it looks and feels different for each individual claim,” he said. “As a claims management solutions provider, we have to do our best to align and support the objectives of our customers – primarily property and casualty insurers – and relieve some of the pressure they’re under right now in Canada for results.
“Outstanding claims service in today’s market means looking at ways to remove friction costs from the process, making things more efficient and less costly for the insurance carrier and improving outcomes on both the expense and indemnity side, while also enhancing the customer experience.”
Claims service providers are often judged on capacity. Do they have the capacity to respond well to a devastating natural catastrophe? In calmer times, are they able to respond to demands for expense efficiency when insurers are under pressure?
Crawford & Company Canada came away with the Winmar Award for Outstanding Claims Service at the 2017 Insurance Business Canada Awards. Van Bakel attributes the accolade to the firm’s innovative spirit and strong corporate culture.
“At Crawford & Company, we continue to invest in innovation and are always looking for new ways to deliver and enhance our services,” he commented. “That includes things like helping our customers avoid or eliminate claims in the first place, which actually alters out position in the insurance value chain a little bit. Also, once a claim event happens, we’re bringing a comprehensive and integrated set of services to provide our customers with a more efficient and effective resolution.
“Another factor to our success is our corporate culture and the way we place the customer at the centre of that culture. Our customers trust us with their brand, and we keep that tagline at the centre of our culture, so our employees understand it’s a huge privilege and responsibility to act on behalf of our customers.”
Do you know an organization that deserves to win a prestigious Insurance Business Canada award? It’s time to get voting as nominations for 2018 are now open. See a full list of past winners, and nominate your choice, here.
