The latest research from the IACP and Gracechurch should serve as a stark “wake-up call” for the insurance industry to improve the claims talent pipeline, according to Liberty International Insurance President Philip Hobbs.
Hobbs highlighted the pressing need to elevate claims management to a strategic priority, a key finding of the inaugural report from IACP and Gracechurch.
Claims handling –traditionally seen as a back-office function – is now recognised as a crucial element of customer satisfaction and business differentiation.
Hobbs emphasised the importance of claims in driving value.
"Claims represents a real opportunity to deliver value when it matters most, and is an area where we need to support the right talent and skills to deliver excellent service," he said in response to the findings.
This insight resonates at a time when customer expectations are higher than ever, and the need for timely, accurate claims resolution has never been more critical.
The IACP-Gracechurch report underscores that many insurers are falling short in providing the talent and technology necessary to meet these rising demands. In today’s fast-evolving risk environment, which includes emerging threats like cyber risks and climate change, claims teams must be equipped to handle complex and unprecedented claims.
Hobbs notes that claims are an integral part of the LSM’s value proposition. "At LSM, we believe claims is an integral part of our proposition, and is a way that we can raise the bar for how we partner with brokers and clients," he added.
“As well as our Claims+ service which supports learning, risk awareness and resilience; we’re investing for the long term to bring talented people through and ensuring they have the right skills and learning opportunities to meet the challenges of today and tomorrow,” Hobbs concluded.
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