Transcript Slide 1

Global Programmes
and claims management
Niels de Kock, Client Services Director
E: [email protected]
T: +32 473 881531
Agenda
– An overview of a global programme
– How international programmes are set up
– Differing cultures
– What do our clients want?
– Consider outsourcing claims
– How outsourced claims programmes work
– How can we help…?
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An overview of a global programme
Sample Global Management Structure
Local Client
Operation
Local Client
Operation
Account
Management
Risk Management
Captive
Insurer
Broker
Data
Management
Local Client
Operation
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Treasury
Management
Quality
Control
Local Client
Operation
3
How international programmes are set up (1)
Global Program
Defined as a program structure involving a Master Policy in one country
with one or more local policies issued in other country(s). The Master
Policy typically contains a DIC/DIL clause which links the local policies to
the Master Policy
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How international programmes are set up (2)
Master Policy providing Difference in Condition (DIC) and
Difference in Limits (DIL) cover either on a licensed,
Permissible Unlicensed (PUC) or Financial Interest (FI) basis
Master
Policy
Local
Policy
Local
Policy
Local
Policy
Local
Policy
Country A
Country B
Country C
Country D
Country E
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How international programmes are set up (3)
Master
client
Local
client
Master
broker
Local
broker
Master
Insurer
Local Insurer
Fronting
partner
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How international programmes are set up (4)
– EuroPass / Freedom of Services
– 30 EU and EEA Countries that can be covered on a “passported” basis
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Differing cultures...
– Language
– Legislation
– Use of loss adjusters
– In-house adjusters
– Use of consultants
– Subrogation procedures
– .....
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Differing cultures...
Coffee shop…
► USA
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► Italy
► France
Differing cultures...
Coffee shop…
► Amsterdam
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What do our Global Clients want?
– A trusted strategic relationship
– Robust local service delivery with global co-ordination
– Consistent approach to claims and risk management
– Delivery of promises made
– Reinforcement of brand and business strategy
– Meaningful data and portfolio analysis
– Professional account management
– Management Controls
– Improved Risk Management
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Consider outsourcing claims...
• Claims as a core competence
– Is claims handling core to your business or not?
• Do you have the experience in house?
• Do you have the geographical spread?
– How much can you rely on your offices abroad?
• Can you present your bosses with Claims Management Reporting that is
meaningful and consistent?
• Can you quantify the added value of your risk management strategy
– And show savings in claims or insurance costs?
• How can you evidence added value in claims handling?
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Why work with a Global Claims Manager (TPA)?
• Direct involvement in management of claims
– Local claims management expertise around the world
– Flexible, scalable and attuned to your Risk Management philosophy
• Independent from Brokers and Insurers
– Insurance set-up can vary from country to country, and year to year
– Claims are handled in line with your Risk Management strategy
• Provides full control over claims services
– Claims processes can be tailored to Client’s proposition and philosophy
– Clearly established Service Level Agreements
– Client own all claims data and history
• Preferably with delegated authority to handle/settle claims locally
– Keeping your administrative involvement in the claims process limited
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How to outsource...?
• Selecting the right partner...
– Are there suitable claims companies on the market?
– With sufficient technical expertise in your line of business?
– That understand your goals and objectives for claims handling?
• Analyse claims and underwriting systems capability
• Consider the impact on customers, employees and
reputation
• Legal implications and compliance
• Ability to manage an outsourced claims service
• Exit strategy
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A TPA Arrangement
• TPA Contract / Agreement
• Delegated Authority from insurer
• Service Level Agreements and Service protocol
• Programme and Account Management
• Regulatory compliance and Data Protection
• Systems, reporting, and frequency of meetings
• Payment of claims
• Relationship owner:
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Broker –v – insurer –v – corporate
Designing a global claims process
• No tasks that do not add value to the claims outcome
• Workflow segmented by type and complexity of tasks
• Local vs. central relationship
• Proactive and flexible capacity management
• Clear responsibility towards the client
• Visible performance measurement
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Designing a global claims process
Wait
Avoid redundancy!
• Execution in claims
handling worldwide
is typically different
from home country
• Key is to design an
efficient process,
that works
everywhere and
reduces
unnecessary steps
• Lack of synchronicity,
• Wait for documents, people
1
Move
• Excessive
movement/
handover of
claims along
the process
Rework
2
5
1
1
• Need to perform
activities multiple
times and/or to
correct errors
Over-processing/skill
Leakage
4
1
• Errors
• Overpayment
• Missed recovery
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3
1
• Execution of activities
not strictly necessary
• Use of skilled
resources for simple
claims/tasks
Broadspire worldwide
Offering claims services throughout the world
– Specialisation in multinational claims programmes
Consistent service delivery throughout the world.
– Dedicated, tailored claims services
– One on-line claims system used in all countries
Including full online access for our client
– Focus on:
•
•
•
•
•
Quality and consistency in claims handling and reporting
Cost control
Protection of Client brand
Recovery of losses where possible
High quality management information
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Worldwide Coverage
Asia-Pacific
Europe
N-America / Caribbean
Australia (Sydney)
New Zealand (Auckland)
China (Beijing)
Hong Kong
India (New Delhi)
Indonesia (Jakarta)
Japan (Tokyo)
Korea (Seoul) (P)
Malaysia (Kuala Lumpur)
UK (London)
Belgium (Brussels)
Bulgaria (Sofia)
Czech Republic (Prague) (P)
Denmark (Copenhagen)
Finland (Helsinki)
France (Paris) (P)
Germany (Düsseldorf)
Greece (Athens)
U.S.A. (Atlanta)
Canada (Kitchener)
Antigua
Barbados
Jamaica
Puerto Rico
Trinidad & Tobago
US Virgin Islands
Philippines (Manila)
Singapore
Taiwan (Taipei)
Thailand (Bangkok)
Vietnam (Ho Chi Minh City)
Guam
Hungary (Budapest) (P)
Ireland (Dublin) (P)
Italy (Milan)
Netherlands (Rotterdam)
Norway (Oslo)
Poland (Warsaw)
Latin America
Middle East / Africa
Romania (Bucharest) (P)
Russia (Moscow) (P)
Spain (Madrid)
Sweden (Stockholm)
Switzerland (Zurich)
Turkey (Istanbul) (P)
Ukraine (Kiev) (P)
Portugal (Lisbon) (P)
El Salvador (San Salvador) (P)
Guatemala (Guatemala City) (P)
Mexico (Mexico City)
Nicaragua (Managua) (P)
Peru (Lima)
Venezuela (Caracas) (P)
Panama (Panama City)
Israel (Tel Aviv) (P)
Jordan (Amman) (P)
Egypt (Cairo) (P)
Pakistan (Karachi) (P)
Saudi Arabia (Al Khobar)
South Africa (Johannesburg)
United Arab Emirates (Dubai)
Argentina (Buenos Aires)
Brazil (Sao Paulo)
Chile (Santiago)
Colombia (Bogota)
Ecuador (Quito) (P)
Country (Head Office) - (P) for Partner
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Potential lines of business
•General Liability
•Employers’ Liability
•Product Liability
•Property and Recovery
•Motor Fleet
•Travel, Accident & Health
•Product recall
•Marine / Cargo
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Local handling of claims
A local claims service in each country
– One main dedicated contact in each country
Supported by a local claims team
– Local claim notification to Broadspire
Directly from your customer, claimant and/or via your local office
– Handling procedures customized to each client
• One Service level agreement
• Regular local review meetings
– Broadspire handles claim on your behalf
We set reserves, appoint expert, initiate recoveries and deal
directly with any Third Party claim
– Follow-up proactively and pay claim
through e-Claims (our proprietary global claims management
system) within delegated authority
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Global Claims management
Central claims control
– Central account management
Single point of contact for all countries
– Accessible, customizable management information
Covering all countries
– One contract and service level agreement
Covering all countries
– Optimal control with automated Key Performance
Indicators and Service Level Agreement reports
– Regular central review meetings
•Managing changes and feedback from countries
– Central billing and financial administration, treasury
services on a global basis.
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Our Global Claims system: e-Claims
– Crawford’s global web-based Claims system
– Used in all countries to manage claims
– All English language
– Designed for multinational clients
– Online access and reporting, 24/7
– Multi-currency
Currently:
- 400,000+ claims registered
- 300+ multinational client programmes
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Grazie!
• Questions?
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