Sponsored content: Ashley Easen, director of consulting at Gallagher Bassett, highlights three key services to seek in an external claims consultancy team
As economic pressures rise and service expectations grow, insurers are grappling with an increasing volume of complex and resource intensive complaints. For many organisations, the complaints process has become a critical measure of trust.
When expectations fall short, the complaints department becomes the frontline for reputation management and client satisfaction.
Engaging an external claims consulting team to work in partnership with your organisation can help navigate this challenging landscape. Effective complaints management not only protects a business’s reputation, but also allows internal resources to focus on strategic goals.
Reviewing complaints handling
What defines best in class complaints handling? Decades of experience reveal that it requires a transparent, accessible and empathetic process supported by well trained staff.
It involves balancing timely resolutions with fairness, clear communication, workforce welfare and regulatory compliance. For many insurers, managing complaints efficiently while maintaining core services can become unsustainable.
A robust complaints handling process is essential for customer satisfaction and brand integrity. It should designate a clear point of contact, provide guidelines for reporting and escalation, establish clear timescales and include accessibility considerations for vulnerable customers.
An experienced claims consulting team can review existing complaints handling processes to assess their effectiveness and identify areas for improvement. External consultants who support the implementation of recommendations or provide training to keep teams aligned with best practices are invaluable partners.
Analysis and auditing
Preventing complaints before they arise is the most effective way to maintain brand integrity and customer satisfaction. Addressing potential issues early often requires fewer resources than managing the complaints they might generate.
A skilled claims consulting team should offer root cause analysis and auditing services as part of their support. Independent experts provide an impartial overview of systemic issues driving dissatisfaction.
At Gallagher Bassett, auditors are selected for their extensive claims experience and functional expertise. Many have worked for both general insurers and supply chains, offering a holistic perspective that informs their root cause analysis.
Benchmarking performance using proprietary data from decades of engagements allows auditors to deliver actionable insights. A proper audit should go beyond a tick box exercise, offering original insights and tools to drive improvement throughout the customer journey.
Handling support
Market fluctuations, regulatory changes and unforeseen events can create surge periods that challenge even the most effective complaints processes. During these times, having additional resources from a trusted partner like Gallagher Bassett to support internal teams is invaluable.
Additional resources can significantly enhance complaints management by ensuring prompt responses, minimising customer frustration and preventing escalation. These resources include temporary staffing solutions, which provides a dedicated team of experts familiar with your organisation that as an extension of your team, and internal training, which equips staff with up to date regulatory knowledge and equips them with soft skills for handling customers,
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