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Het claimproces nader bezien

ACIS-Symposium

29 November 2014

Drs. A. Smedeman

Content

Introduction Van Ameyde Group

The Van Ameyde claim handling proces

Effect of an inefficient claim handling process

Van Ameyde Group

First independent claims managers

and adjusters established in 1945.

Helps over 2500 clients achieve

their goals.

Market Leader

Over 850 motivated professionals

More than € 700 million managed

funds

Handles over 450.000 claims

annually

Corporate Governance

ISAE 3402

IFRS compliance

D&B tier 1 rating

Our Network

Europa: 61 offices in 43 countries

USA & rest of the world:

Complemented by Partners

Is claim handling changing?

Crisis in financial markets

Results are under pressure

Challenging market

Legal framework shifting

Changing consumer demands

Technological development

Internet and social media

Commoditization of insurance

products

Requires

Faster

More efficient

Client focus

Transparancy

4

Payment &

closure

Reporting &

closure

Automated

payment

3

Repair

Repair chain

Self repair

Replacement in kind

1

Web form

Mobile app

Phone

Intake Damage

amount

2

Database

Bulk 80%

Fraud engine

The claim proces: One call completion (household claims)

1

Web form

Mobile app

Phone

Intake

4

Payment &

closure

Reporting &

closure

Automated payment

Push

communication

3

Repair

Repair chain

Self repair

Push

communication

The claim proces: Complex claims (household claims)

Damage

amount

2

Complex 20%

Fraud engine

Push

communication

Assessors

Chain integration

Research

Benchmark:

25,000 MTPL claims in The Netherlands

Material damage

Finding:

different average indemnities

€ 1,746 local MTPL claim

€ 1,958 GC/4D MTPL claim in NL

12% higher claim payment

Reasons of higher settlement

Rule of thumb:

Longer claim cycle, higher indemnity payment

Stating the obvious?

Complicated claims stay open longer?

Outcome of research:

Rule of thumb is correct

But, limited

Process steps compared

CLAIM

INTAKE

CHECK

COVER

POSITION

DEFINITION

NEGOTIATION

PAYMENT &

RECOVERY

CLOSING

Local

claim

GC/4D

claim

Fast

Fast

Complexity

Waiting on

notification

Waiting on

confirmation Complexity

Leads to

Less chance for

• Low settlement if negotiable

• Preventing exaggerated claims

Because of

• Diminishing evidence

• Limited opportunity for surveying

• Third party is ‘fed up’

Claim Handling usually one part of insurance

CANADA

• Landing-gear doors

• Fairings

UNITED KINGDOM

• Engine

• Landing gear

UNITED STATES • Wing loading

edges

• Engine mounts

• Tailfin

• Nose section

CHINA

• Wing-to-body panel

• Leading edge of tailfin

• Rudder

ITALY

• Horizontal stabilizers

• Fuselage sections

SOUTH KOREA

• Wingtips

• Tail cone

JAPAN

• Wing trailing edges

• Wing boxes

• Fuselage sections

AUSTRALIA

• Wing flaps

SWEDEN

• Cargo doors FRANCE

• Passenger doors

65% of all parts are sourced from third

parties…!