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Agents try for easy procedure when coping with complicated claims

An Allianz survey discovered that over two thirds of claims-handling agents stated they spend a minimum of 3 quarters in their time coping with easy and easy claims, versus complicated or prime worth (over £100,000).

The Allianz Dealer Voice Survey requested which facets of the claims procedure had the biggest have an effect on on agents’ paintings and the provider they supply to shoppers.

For respondents, the total smoothness of the claims adventure used to be an important issue, particularly for easy claims. Additional comments used to be that they might recognize extra common conversation from insurers’ claims handlers, and much more so over the telephone or head to head or via chat mechanisms, slightly than via emails.

Moreover, the agents surveyed welcome insurers being versatile and offering get admission to to professionals when required.

Including worth to the insurance coverage procedure for purchasers

Nick Hobbs, Leader Distribution and Areas Officer at Allianz Business, stated: “Agents are continuously taking a look at the place they are able to upload worth to the insurance coverage procedure for the client, and sophisticated or in particular huge claims are circumstances the place they actually turn out their mettle.

“Agents need so to connect with insurers immediately relating to claims. The trade, as a complete, has to concentrate on conversation all over the claims procedure via providing extra touch, with common updates on timelines and growth.”

Graham Stait, Head of Claims Operations at Allianz Business, added: “Virtual channels may give close to speedy and self-service answers for easy requests, however for extra concerned claims, we wish to take away friction and extend, offering get admission to to empowered choice makers.

“This displays the desire so to reply to the questions the client might be asking. ‘When will my declare be looked after? What level is my declare at now?’ We should be clear with that knowledge and ensure agents have simple get admission to to it.”

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