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Where next for London market claims?

Ben Bolton, Managing Director for Gracechurch will be speaking at The Insurance Network's London Market Claims conference on 4th October in London.

Following the opening keynote, Ben will share his perspective from across the market on the current standing of claims and what might happen in the future, based on data collected from our independent claims studies.

Ben says:

"At a time where the world is falling into a bad place it will be great to meet again with the London claims community to discuss the evolving claims proposition and how it can thrive and make a difference to the challenges we all face."

The insurance sector faces a significant trust deficit and service challenge. Plotting a path to delivering good service in a hybrid working environment is not straightforward and insurers will need to strike a balance between employees’ preferences and customers’ needs.

“Service standards, experiencing lots of backlog in terms of insurance correspondence, materials for repairs, trouble getting hold of people if working from home. Experiencing lack of qualified personnel to deal with technical problems.”

Speed matters hugely in claims and the best players step-up by focusing on consistent response and excellent communications:

“Timely and clear responses to allow expectations to be managed, then be available to discuss and resolve claims quickly.”

Based on these insights, Ben will discuss the impact that the pandemic has had on claims service, where the opportunities for improvement lie why it matters to be customer-focused.

To see the London Claims Monitor findings, please sign up to take part in our survey:

See the full programme and to register for the London Market Claims conference

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