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Global Claims Landscape

Jennifer Peck Aon Risk Solutions Global Claims, Director

About Aon

66K $12B

500 120

• Risk • Reinsurance • Human Resources

Aon Risk Solutions Global Claims

Carrier Differentiation

Governance & Escalation Insights

Target Operating

Models

• Aligned claims with Aon’s broking strategy to ensure best possible service and value for our clients

• Client carrier selection decision extends beyond pricing and terms

• Carrier claims relationship management

• Aon Global Claims Insight Center

• Client service excellence and innovation

Client Priorities

Journey

Outcome

Technical • Coverage interpretation • Adjuster experience / knowledge • Mitigation strategies

Commercial • Broader client relationship • Past claims experiences • Renewal cycle

Elements of the Claims Process

Reporting / Response Administration Advocacy Mitigation

Global Claims Performance Perception

US Claims Performance Perception

Claims Performance Perception by Element

Claims Performance Perception by Element

Claims Differentiation

Claims Differentiation

• Client surveys – Post claim closing

• Claims commitments – Manage expectations

• Articulation and delivery of differentiation – Opportunity

Carrier Claims Performance Strategies

On the Horizon • More technology risks

– Cyber – Drones / UAVs

• Autonomous / driverless vehicles – Coverage questions

• Fake President – Crime / fidelity risk

• Legislation – UK Insurance Act of 2015 – US Affordable Care Act

Thank you

Jennifer Peck Director, Global Claims Email: Jennifer.Peck@aon.com Tel: 631.655.8759