A number of triggers can prompt a sudden and unexpected increase in claims volumes: adverse weather conditions, changing economic climate, or media exposure to name but a few. The claims process is often perceived by consumers as the ‘acid test’ of their provider’s proficiency.
Statistics show that, after a product has been purchased, the only time customers
are likely to contact their provider is if they have a query or want to make a
claim. Timely and effective claim handling can lead to a positive experience for
the customer, promoting greater advocacy and retention.
Working across a number of industries, Huntswood supplies both short-term
resource solutions to alleviate ‘pockets of pressure’ and long-term outsource
services. Huntswood’s credentials include:
- Ongoing delivery of flexible outsourced claims handling service for a
specialist aviation regulator
- Augmenting the general insurance claim handling function for a leading UK retail
bank following a particularly bad winter. Huntswood has now been appointed ‘preferred supplier’ to deliver future overflow support
when volumes exceed in-house capacity
Huntswood’s delivery methodology is
characterised by:
- Rapid deployment of appropriately skilled and experienced
resources
- Flexible contract terms to enable our clients to effectively realign
capacity in accordance with volatile incoming claims volumes
- Self-sufficiency –
using ‘train the trainer’ approaches Huntswood can minimise the burden when
on-boarding new intakes of resource
- Robust project governance
- Proven quality management framework
Claims handling is
a crucial touch-point between an organisation and its customers. Huntswood’s
support has enabled our clients to address unforeseen spikes in claim volumes,
ensuring that claims handling activity and the resulting customer experience are
not negatively impacted .
