global claims solutions - zurich · corporate customers global claims solutions a closer look at...

Corporate customers

global claims solutions

A closer look at our claims processand how Zurich’s expertise can

really make the difference.

Zurich Insurance Group is one of the world’s largest insurance providers with a global footprint.Zurich Global Corporate provides insurance protection to a significant proportion of the FTSE 100 companies.

We pride ourselves on our industry-leading international insurance programme capability through our unique servicing propositions. Zurich can implement compliant global coverage across 180 countries. Our global claims network will deliver these programmes to you if or when a claim occurs.

We understand that a quality claims service is imperative to our customers. You rely on us to tailor our claims offering to effectively manage claim spend, help protect brand reputation and to get you back in business as quickly as possible following a major event.

When we talk about ‘delivering when it matters’ for our customers, it is often in the event of a claim. We pride ourselves on dealing with all claims quickly and efficiently and believe our expertise can make the difference to you. Vinicio Cellerini

Chief Executive Officer Zurich Global Corporate UK

Our claims offering is the end product customers are paying for, our goal is to ensure we are there when you need us most.We have around 8,000 global claims professionals within Zurich. We have showcased our capabilities through our exceptional response to catastrophes across the world. Our expertise and global spread have been invaluable in serving our customers. This demonstrates the value of a one Zurich approach.

Our claims professionals around the world have significant experience within a variety of specialisms and across all classes of business. The training and development of our claims people is of paramount importance to us. We have trained and certified more than 400 international insurance programme claims specialists globally, to support this key growth area.

Tony EmmsACII Chartered Insurer Chief Claims Officer Zurich General Insurance

We understand you look to Zurich to help you safeguard your business when circumstances demand.

Five claims promises

Mark BlanchardHead of Claims Zurich Global Corporate UK

We have built a service proposition that gives customers the best balance of claims skills and services based on five key areas of expertise.

Together, these are the key features of our unique claims service. Our promises are driven by what our customers request rather than dictated by what we supply. We are transparent in how we assess losses and will be clear on how we calculate the final settlement.

We excel in delivering complex insurance programmes, and will continue to innovate in order to provide the best claims solutions to our customers.

It is our expertise that truly makes the difference.

1 Fast, effective and transparent claims management process – acknowledging claims promptly, site visits for large losses and providing coverage decisions at the earliest opportunity.

2 Specialised knowledge across the key classes of insurance – Motor, Property, Casualty and Financial Lines.

3 Expert claims relationship managers to support our largest customers.

4 A global claims network delivering consistent local solutions – with claims professionals trained to deliver global programmes across 180 countries ensuring you get back to business quickly.

5 Leading the industry in providing insight and thought leadership to shape the claims landscape.

Zurich claims excellenceEvery customer’s approach to insurance may be different. Having worked to identify the different views within the market, we have developed a claims offering which is driven by technical excellence, effective delivery and can be tailored to meet our customers’ specific requirements.

Driven by our Claims Relationship Management approach and underpinned by our Technical Claims Expertise, we look to provide a legally compliant claims handling service to work in partnership with our customers.

Use the four buttons to the right to find out more on each area.

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Claims Excellence No.1

claims relationship management


global claims solutions


technical claims expertise


shaping the claims landscape

Corporate customers

This will involve an in-depth discussion of your needs. We will identify your bespoke requirements and tailor our services to deliver these. All agreements are then clearly communicated to our claims teams to ensure they are aware of your service requirements and standards.

Your Claims Relationship Manager will have ultimate responsibility for Zurich’s claims service delivery.

The Claims Relationship Management team are an integral part of our service delivery. They ensure that you are kept informed of relevant legal developments, offering insight and, if applicable, ways to help you improve claims performance.

Access to a Claims Relationship Manager ensures that your portfolio of claims is managed in line with the agreed protocol and that your tailored solution is consistently delivered. Whether your key concerns are cost mitigation, brand reputation or employee welfare, our claims relationship team will ensure that the delivery of your claims handling reflects your priorities.

Insights and Thought Leadership

We develop claims scenario workshops to help provide certainty for our customers’ board of directors and risk managers. Understanding how the policy will respond and some of the decisions that will need to be made following a large loss helps you to become more prepared in the event of disruption to your business.

You will be assigned a dedicated Claims Relationship Manager, who will ensure that Zurich’s claims solutions and service promises fully meet your requirements.


claims relationship management

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Corporate customers

Delivery of International Programmes from Zurich (IPZ) Claims

All of our customers have access to global claims expertise through our network.

Our claims handling teams have the expertise to deal with complex programmes and claims solutions. We maintain this through an extensive, continual and robust staff learning and certification process.

• IPZ-certified claims staff deal with all international claims. This ensures that they have the right skills and knowledge to deal with complex claims.

• The Claims Relationship Management team develop claims protocols to ensure any requirements over and above local standards are communicated to all territories included in the programme, ensuring full consistency worldwide.

• Global Best Practice – all claims staff are trained on Zurich’s global best practice requirements. This ensures there is global consistency and the customer will get the ‘Zurich Way’ of handling no matter wherever in the world the loss occurs.

Freedom of Services Hub (FOS)

Our customers who select the benefits of an international programme often look for effective and efficient ways to reduce the cost of these programmes further by selecting a Freedom of Services (FOS) policy for risks inside the European Economic Area (EEA).

We recognise this and have created a Property and Casualty FOS hub to create an efficient single point of notification for all FOS claims. Simple claims are settled quickly by the hub. Where we recognise the need for a local presence to support our customers through the claims process, the claims are passed to Zurich’s local office to do just that. Payments are made and claims oversight is provided by the hub in the UK providing our customers with the best of all worlds:

– A single point of notification.

– Local expertise where needed.

– Reduced reliance on external experts, reducing unallocated loss adjustment expenses.

Our hub team is specifically trained not only in their claims discipline but additionally with the softer skills needed to effectively manage claims from around the EEA, ensuring that local customs and market practices are understood and communication is maintained locally and centrally as needed.

It is critical to our customers that we provide a compliant and technically expert claims solution that ensures claims are handled and paid in accordance with local legislation.


global claims solution

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We ensure the right people are involved from the outset. We have a number of Practice Leaders for each type of claim.



Casualty Claims Practice Leader

Chris BrookesTel: +44 (0) 121 697 8925 Email: [email protected]

Construction Claims Practice Leader

Matthew PorterTel: +44 (0) 207 648 3022 Email: [email protected]

Head of Financial Lines Claims

William AndersonTel: +44 (0) 207 648 3206 Email: [email protected]

Head of Property and Specialty Claims

James NicholsonTel: +44 (0) 207 648 3910 Email: [email protected]

Energy Claims Practice Leader

Leo DixonTel: +44 (0) 207 648 3139 Email: [email protected]

Marine Claims Practice Leader

Philip NorwoodTel: +44 (0) 207 648 3460 Email: [email protected]

Regional Claims Manager Motor Claims Practice Leader

Alastair ThomsonTel: +44 (0) 7801 363 793 Email: [email protected]

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Corporate customers

Motor:Whether the incident involves one of your commercial fl eet or a company car, immediate action is taken to ensure that the vehicle is off the road for the minimum amount of time. We offer:

• First response unit to handle notifi cation.

• Access to an approved repairer network for both private cars and commercial vehicles.

• Courtesy vehicles when an approved repairer is used for the vehicle repair.

• Repatriation of vehicles across territories.

• In-house motor engineers.

• Glass repair or replacement.

• Discounted hire car arrangements.

• European claims unit to co-ordinate our claims network.

• Proactive third party claims handling.

• Dedicated teams to handle cost sensitive claims such as credit hire and personal Injury cases.

Property:In the event of a large loss or surge events we can offer:

• An unrivalled global claims network with scalability of resource across all territories.

• Supplier management to ensure the right expertise on the ground, beginning the recovery process of your business at the earliest opportunity.

• A large loss claims team who have autonomy to make early repair decisions and authorise release of funds to minimise disruption.

• Compliant claims solutions ensure that we are able to make payments at the earliest opportunity.

• Dedicated practice leaders are ready to drive the handling of the claim to minimise interruption to your business.

All of this is supported by:

• Disaster recovery service providers who can arrange temporary repairs and water removal, temporary power and telephony, data removal and expert cleaning and restoration.

• An independent loss adjuster from our approved panel.

Casualty:Due to their complexity, Casualty claims can impact the business both fi nancially and operationally. Our claims offering is designed to meet these challenges head on and ensure that both the customer and the claimant benefi t from our claims solutions.

• Dedicated Practice Leaders.

• Field force of highly experienced Claims Inspectors to carry out on-site investigations and the collation of documentation.

• Access to a panel of Loss Adjusters who can mirror the Claims Inspectors across territory.

• Medical Management Centre, employing fully qualifi ed nurses.

• Specialist Occupational Disease team.

• Complex Injury team to manage high value claims.

• Staff trained in handling claims arising from complex multi-national insurance programmes.

Financial Lines:When faced with a Financial Lines claim it is usually the most senior members of the organisation who are impacted.

Zurich’s dedicated team of experts work closely with our customers to agree claims strategies and provide expertise through a mix of Zurich employed solicitors and insurance professionals. This spans Directors and Offi cers, Professional Indemnity and Financial Institutions cover.

Led by William Anderson, a London-based team managing global claims outside the USA (where a US Financial Lines team is in place).

Our approach includes:

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specialist knowledge across the keY classes oF insuranceWe understand that whatever the risk, whatever the cover, it is the level of relevant insurance expertise behind it that will ensure the best possible outcome for our customers. That is why we pride ourselves on the depth and breadth of our knowledge of claims issues across Motor, Property, Casualty and Financial Lines.

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Property Damage and Business Interruption

Marine, Fine Art and Specie

Construction and Engineering

Energy

Zurich in Action

Property

propertY damage and business interruption

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The Property Damage and Business Interruption claims practice consists of a dedicated team of claims adjusters experienced in dealing with international and highly complex losses.

The team has a uniquely innovative approach to managing major claims for Zurich Global Corporate Property customers. We have crafted a holistic and dynamic ‘wrap around’ process, providing support to customers beyond that of a typical insurer. Three themes dominate our response to major incidents:

• Pre-loss scenario planning: Zurich invites customers to stress test their policy response processes and the effectiveness of their business continuity planning, following typical catastrophic loss scenarios. This enables us to advise on possible claim outcomes and provide pre-loss solutions to potential post-loss challenges.

• Project management: uniquely, Zurich operates as a unifi ed international claims team. Immediately following a major incident, we mobilise in-country claims experts. These are supported by the London based Global Major Loss Team, led by a Chartered Loss Adjuster with over 30 years experience. Early relationship management encourages a collegiate approach and minimises misunderstandings, building trust to achieve early settlement.

• Early payments: this aids cash fl ow management and provides the confi dence to invest in loss mitigation measures and capital expenditure. Early payments demonstrate Zurich’s commitment to the customer and reassures investors.

Simply put, our approach is to proactively manage incidents from a central point from initial notifi cation right through to fi nal settlement using innovative tools to help us along the way.

James NicholsonProperty Claims Practice Leader

James took up his position as Zurich’s Head of Property and Specialty claims in 2011.

During his time with Zurich he has worked in a number of operational roles where he has been responsible for delivering a world class claims service in the personal, commercial and corporate markets.

James is a Graduate of Law and joined Zurich in 1997 on our Graduate Scheme.

Corporate customers

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Property

marine, Fine art and specie

Marine, Fine Art and Specie speciality claims are predominantly London Market focused and the expertise of our practice team refl ects this.

The London Marine claims team has responsibility for global claims, including managing hull, cargo, general average and salvage for Zurich offi ces worldwide, as well as being responsible for all piracy claims where there is a Zurich involvement anywhere in the world. We are recognised as one of the lead insurers in this market and our team have earned the respect of our industry peers.

The Fine Art and Specie claims team handles all claims outside the US for the UK and the rest of the world.

Fine Art and Specie claims require a high level of specialist knowledge so, in addition to our internal teams, we utilise an external panel of dedicated experts. This includes art surveyors, fi nancial risk experts and our loss adjusting panel.

Phillip NorwoodMarine and Fine Art and Specie Claims Practice Leader

Phil has over twenty years’ experience in handling all aspects of Marine claims, with a particular specialisation in cargo.

He previously worked within Lloyds, as a Claims Broker and for a commodity trader, as well as other insurance companies. This experience gives him a unique insight to of all sides of the insurance process.

Corporate customers

Property

construction and engineering

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The Construction and Engineering claims team is comprised of experienced market facing specialists to ensure that we are able to lead with confi dence on large losses, and to drive market participation in our claims strategy.

Our dedicated team has the capability to handle high value, complex losses in a lead capacity. The average claims handler has in excess of twenty years’ experience.

We attach huge importance to developing our employees. Our claims team benefi ts from ACII, BA and LLB qualifi cations.

The team handle a wide range of claims under CAR, EAR and CPE covers from fi rst advice to settlement, predominantly in a lead capacity. Their experience includes infrastructure (roads and rail), bridges, dams, schools, hospitals, power plants, harbour and other wet works, LNG receiving terminals, tunnels and various plant and equipment losses.

In addition, the team have signifi cant experience in handling third party property and bodily injury claims arising from these covers. We have established working relationships with a wide range of adjusting, engineering, accounting and law fi rms. We ensure that our customers have the most appropriate level of expertise at the right time.

Matthew PorterConstruction and Engineering Claims Practice Leader

Matthew was appointed as Practice Leader for Construction Claims in 2011.

Matthew specialises in complex international claims, with particular emphasis on tunnelling, heavy civils and defects losses, under Construction All Risks and Erection All Risks covers.

For the last 10 years Matthew has worked specifi cally in construction insurance, developing specialist knowledge in this line of business and cementing market relationships.

Corporate customers

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Property

energY

The Energy claims team are familiar with the demands of managing some of the largest claims in the market.

To complement the many years of technical knowledge built up with insurance companies, we have strengthened our expertise by recruitment from both the broker and client markets. This ensures that we can take a rounded view on a loss and strategy for settlement from all parties’ perspectives.

The team is responsible for handling claims on many types of Energy policy wordings including Onshore, Mining, Power Generation, Operator’s Extra Expense, WELCAR 2001, London Standard Platform Form, Business Interruption, Loss of Production Income and Third Party Liability.

Using our experience we are able to provide valuable risk insights, helping customers manage their risks in an effective way.

Whether Zurich lead the programme or play a supporting role, we use our expertise and relationships within the Energy market to provide a seamless service to our clients. We work closely with our peers, brokers and specialist loss adjusters to deliver the best possible claims solutions.

We lead the market on high value, complex claims on an ongoing basis and are currently leading the market handling a circa USD 1 billion claim following the loss of a North Sea station in 2011.

Leo DixonEnergy Claims Practice Leader

Leo specialises in handling Energy insurance claims for retail clients, wholesale clients and captives around the world. His particular area of expertise is handling Offshore Energy claims on WELCAR 2001, E.E.D. 8/86 and Package policy wordings.

In his career Leo has both prepared and presented Oil and Gas companies, insurance claims to the international insurance market. As both a claims broker and consultant, Leo has spent time in client offi ces in Europe and Africa briefi ng project teams, In-house counsel and risk managers on policy coverage matters. This experience gives Leo a unique insight when handling claims for Zurich having worked for and on behalf of the customers.

Corporate customers

Property

Zurich in action

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EnergyIn this case, Zurich was the lead primary insurer for our customer. A claim valued close to USD 1 billion was notifi ed. Our key claims objective was to ensure the customer has the funds quickly in order to sustain their business. In the 18 months subsequent to the incident, over USD 500 million had been paid to the insured. Loss of production income payments were made on a monthly basis. Working with our adjusters, we arranged for the issuance of one adjuster report to cover a four month reporting period, with backdated proofs of loss attached. Regular meetings ensured the information fl ow continued and no blockages arose.

We look to gain the appropriate internal authorities at the earliest opportunity, often before payments are due, to ensure that when the time comes we are in a position to pass the funds to the customer. A recent claim saw Zurich pay our full layer (the third

layer on the programme) within three weeks of the fi nal information from the second layer who had taken a year to do the same. This payment was made without receipt of the fi nal root cause analysis and a full assessment of subrogation opportunities.

Construction and EngineeringThe Brisbane River in Queensland fl ooded on the 11th January 2011. A customer was in the process of constructing a multi storey offi ce block. During the fl ood the ground fl oor and all three basements were fl ooded. These areas housed the electrical plant and switchgear for the building.

Our nominated loss adjuster quickly visited the site and within a month we made the fi rst interim payment to the insured. The claim proceeded with further timely interim payments to ensure the customer could proceed with the construction as smoothly as possible.

MarineA Zurich-insured vessel was hijacked by Somali pirates. At the time, the vessel had a ten man crew consisting of Sri Lankan and Filipino citizens. Zurich reacted by quickly appointing experienced negotiators, experts, and legal advisers to provide around the clock support. This global network permitted Zurich to maintain legal compliance throughout proceedings.

After months of tough negotiations, the vessel was released. No crew members were seriously injured and all returned safely to their families.

Corporate customers

PropertyIn December 2010 a fi re crippled a steel plant in Europe; Zurich responded immediately and assembled an expert global team to proactively handle the claim. Within fi ve days we confi rmed that an interim payment would be made. Simultaneously Zurich assembled a wider team including loss adjusters, cause and origin experts and forensic accountants to gauge the potential of the loss and understand the business impact.

With the support of Zurich, the customer was able to identify alternative production sites and repairs to the plant were completed within 12 months. Within 16 months we made our fi nal payment, which brought the fi nal claim payment to over EUR 119.5 million.

The Risk Manager for the customer stated:

‘I wanted to convey my personal thanks for the pragmatic and supportive manner in which you and your appointed specialists approached the claim.’

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Motor Overview

Zurich Approved Repairer Network

Motor Engineering

Zurich Fleet Incident Assistance

Third Party Claims Management

Zurich in Action

Motor

motor overview

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Zurich’s motor claims operation in the UK consists of around 70 claims handlers across 2 locations – Whiteley and Glasgow.

We have a dedicated First Notifi cation of Loss (FNOL) centre in Glasgow who process new claims notifi cations, ensure full information is captured and deploy a customer damage repair solution where appropriate.

From a customer damage perspective, our primary aim is to ensure the vehicle is repaired as quickly as possible and minimise the time the vehicle is off the road. Our customers have a variety of preferences in this area and we are able to accommodate these. We use our own approved repairer network, the customer‘s choice of garage or via an accident management company, alternatively using Zurich’s Fleet Incident Assistance solution.

For fault incidents we have a dedicated ‘Intervention Hub’ which seeks to contact the third party immediately following the accident report. The aim is to direct the third party into a Zurich approved repair and hire solution and avoid infl ated credit hire costs. As the initial 24 hour period post-accident is absolutely key in the ‘race’ to the third party, we urge all customers to report incidents as quickly as possible.

We have an experienced team of Third Party Damage (TPD) and Third Party Injury (TPI) claims handlers. They will work with our customers throughout the liability decision making process to ensure that settlement terms are understood and agreed by all parties. We have a number of tools that enable us to value a claim and this, coupled with strong negotiation skills, facilitates a positive outcome for our customers.

We do endeavour, where appropriate, to settle claims without the requirement for litigation as this adds cost into the claims process. However, if we believe a case should proceed to trial we have a panel of renowned legal fi rms who will represent your interests. We also work with our customers’ preferred choice of legal representatives where appropriate.

FraudIn the current economic climate fraud is a huge consideration within the claims environment. We have dedicated Fraud Coordinators who are supported by a network of Fraud Champions across our teams. We are able to deliver signifi cant fraud detection and avoidance across our portfolio. Where there is a suggestion of systemic fraud or organised crime we have a centralised Claims Investigation Unit who provide expert support.

In 2012, Zurich were delighted to be recognised with an Insurance Times UK Claims Excellence award for ‘Fraud Prevention Initiative of the Year’.

Alastair ThomsonMotor Claims Practice Leader

Alastair holds a degree in Finance with Marketing and joined Zurich motor claims in 2002. During his time with Zurich he has worked in a number of operational claims management roles and also played a signifi cant part in delivering the Claims Transformation Programme. He has also been on a number of international assignments.

Corporate customers

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Motor

Zurich approved repairer network (Zarn)

Corporate customers

Across Zurich we arrange repairs for thousands of vehicles a year. Through our market leading vendor management processes we have built up a leading approved repairer network to make sure you get a local, convenient and high quality service which helps to manage both your repair costs and operational cost by reducing vehicle down time.

So we make the repairs as convenient as possible...

• We will collect and deliver your car or van to you or your business base.

• Our network has extensive mobile repair capabilities to enable us to carry out repairs on your site.

• We can provide courtesy vehicles during the repair.

• Your fl eet manager can track repair progress on line.

• Our repair network has the capability to repair HGVs and covers a wide range of manufacturer approvals.

So we offer a high quality repair service...

• We offer a three year guarantee or match the manufacturers warranty, whichever is longer.

• We only use manufacturers parts.

• All of our UK repairers have the British Standards Institute kitemark, PAS 125.

• Our network has approval from most manufacturers for bodywork repairs.

• Our network is subject to regular audit to ensure the highest standards of workmanship and the best methods of repair are maintained.

So we make sure that the repair is as speedy as possible...

• Repairers can start work straight away; they do not have to wait for an engineer to visit.

• For some repairs we can offer a mobile solution at your premises and complete repairs within a day.

• We have our own team of motor engineers who can carry out both, on-site inspections, and desk based inspections using images provided by our repairers.

• Zurich has a team dedicated to managing our suppliers through detailed performance benchmarks to ensure that we all receive the right service.

‘Car accidents are not convenient‘

‘Our vehicle is our business’

‘We need our vehicles on the road, generating income’

keY customer beneFits:• Convenience at the time of a loss.• Quality guaranteed repairs.• Peace of mind.

Motor

motor engineering

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Corporate customers

Keeping the business moving is critical to our customers and we provide assistance to minimise down time for your fl eet. We have our own in-house motor engineering team who can ensure that repairs are completed swiftly.

Our team of fi eld motor engineers carry out physical inspections of the vehicle at the customer’s or repairer’s premises, agree costs and authorise repairs. Where the cause of damage is unknown or suspicious, we will instruct our automotive forensic team to conduct a full investigation into the cause. Our forensic team specialise in thermal (fi re), mechanical and electrical damage. These investigations will often provide suffi cient evidence to enable us pursue recoveries from manufacturers and other parties involved, thereby reducing the customers’ risk profi le.

The fi eld motor engineers are supported by an in-house function. Our engineers are able to agree and authorise repairs based on images provided by our Approved Repairer network members which enables them to commence repairs at the earliest opportunity. In the event of a total loss, we have a team that works in tandem with our customers and their fl eet suppliers to agree valuations at the earliest convenience. This will reduce ongoing or outstanding lease and contract hire arrangements.

Finally, the motor engineers unit are utilised to complete audits on our approved repairers to ensure both the customer and Zurich are receiving the highest level of service and value.

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Motor

Zurich Fleet incident assistance

Corporate customers

As part of our ongoing commitment to ensure an effi cient and cost effective accident management service for customers, Zurich has entered into partnership with Nationwide – the UK’s largest and most trusted vehicle body repairer.

Fresh approach to accident management We aim to:

• Reduce repair time through process effi ciency and a fully integrated mobile repair solution.

• Control spiralling third party costs through seamless intervention provision.

• Drive up repair quality and safety of repairs through use of only PAS 125 accredited bodyshops.

• Provide transparent pricing and management information to our fl eet customers – there are no hidden referral fees or commissions.

• Provide tailored incident management solutions for our fl eet customers.

Our solutionWorking with our partners, we are able to offer a complete end to end accident repair and management service for corporate fl eets. Our understanding of the entire accident management process means we are able to handle the process quickly and in a professional manner.

• Expert, seamless and dependable approach to help keep your fl eet on the road.

• 180-strong repair network, spanning the country.

• Over 70 wholly owned repair centres.

• A fully integrated mobile repair service.

• Incidents can be reported day or night. The call centre team are trained to assist drivers with care and consideration.

Benefi ts of the scheme• Transparency concerning the cost

of repairing fl eet vehicles.

• Market leading repair turnaround times, reducing the impact of incidents to the business.

• Access to replacement vehicles with no commission kept by the insurer or accident management provider.

• Access to bespoke management information.

• Collection and repair of the car in a PAS 125 body shop that is situated conveniently for you and has the latest technology to ensure safe, guaranteed quality repairs.

Motor

third partY claims management

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Corporate customers

When an incident occurs, a third party can seek to recover numerous aspects of the damage, ranging from repair costs to hire charges and personal injury claims. These types of claim have become increasingly complex, with a restrictive legislative environment.

The real savings and benefi ts for the customer can be found at the fi rst notifi cation of loss stage where we can control third party claim costs.

Our intervention team will seek to contact the third party if our driver is at fault and offer to manage their claim. This has proven cost benefi ts compared to third parties who are referred to lawyers and credit hire companies. We have market leading software available to ensure a consistent approach is adopted with the leading providers of credit hire.

The third party injury team deal with claims submitted via the Ministry of Justice portal and larger complex losses. Once liability is established, we are able to offer rehabilitation and other medical services to speed up the recovery of the injured party and contain claim costs.

For claims where there is partial or no responsibility on the part of our driver, we have a dedicated recovery team who will explore all avenues to recover losses paid out on customers behalf.

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Motor

Zurich in action

Corporate customers

Forensic Motor EngineeringOur engineer determined that a vehicle had caught fi re due to a wiring issue in production. We alerted the manufacturer and they issued a product recall and reviewed their production processes across Europe.

This led to a GBP 6,000 saving on the particular claim, but also ensured there was no further exposure to this type of risk following the recall.

Motor EngineeringFollowing a major incident as a result of an arson attack, 22 tractor units were severely damaged. 14 vehicles were total losses, and 8 were repairable.

• Forensic and accidental damage inspections arranged as soon as the site was accessible.

• We arranged for the affected vehicles to be removed from the site by salvage agents and repairers.

• We also arranged for hazardous debris on site to be removed by the salvage agent using specialist equipment. The site was cleared and returned to the customer within 10 working days of the incident being reported.

• All of the vehicle documentation was collated and a settlement agreed with the customer and broker at one meeting.

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Areas of Specialisation

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Complex Liability

Claims Inspectors

Occupational Disease

Medical Management Centre

Zurich in Action

Casualty

complex liabilitY

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Corporate customers

Zurich’s complex liability claims team manage some of the largest claims in the market. Their combined portfolio will has an estimated potential value of over half a billion pounds at any one time.

The team not only deal with the large damage and fi nancial loss claims, but also the Difference in Conditions and Different in Limits claims arising from the Master contract on our International Programmes from Zurich business.

Our strategy is to drive these complex claims to settlement at the earliest opportunity. To enable this we have access to market leading experts including lawyers, counsel, loss adjusters and forensic accountants.

We understand that our customers will often have a large fi nancial interest in the claim through either captive or self insured retention arrangements. We will engage with our customers to agree the claims strategy, both utilising and protecting your own customer relationships. In addition, we support our customers in making operational decisions through discussions on loss scenarios and policy response simulations.

Chris BrookesCasualty Claims Practice Leader

Chris Brookes is responsible for leading the Complex Casualty Claims team.

Chris has been with Zurich for 25 years, during which time he has worked in a number of senior technical and operational roles within the organisation. His responsibilities have spanned across Corporate, Commercial and Municipal markets and he has many years experience in the management of high value and complex Employment, Public and Product Liability claims.

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Casualty

claims inspectors

Corporate customers

The UK Claims Inspector team consists of a number of vastly experienced professionals who provide coverage throughout the UK. The inspectorate has ISO certifi cation, demonstrating their rigour in systems, processes and depth of knowledge.

We will instruct a claims inspector on the majority of Employers Liability claims and complex Public Liability claims. The completion of face to face investigations ensures that an accurate claims profi le is created and decisions are taken faster.

Pending the Ministry of Justice reforms there are likely to be changes in the way liability claims are dealt with in the UK and our Inspectorate will ensure that we are ready for these challenges.

Across our global claims network we have access to specialist liability adjusters enabling us to replicate the UK model across territory.

Customers benefi t from our internal and external investigators through their technical expertise and the protection this gives against third party claims. In addition, our Claims Inspectors build knowledge and understanding of the customers business, enabling them to offer real insights into the customer’s risk.

keY customer beneFits:• Bottom line claims cost savings, protection

and enhanced fraud protection.

One of our major customers said:

‘Zurich Claims Inspectors understand our business; not just insurance claims.’

Whilst we have an exceptional team of handlers in our offi ces, some claims require on-site investigation. Many competitors outsource this function in its entirety, but we believe that there is a signifi cant benefi t to the claims cost and customer relationship in having our own claims inspectors.

Casualty

occupational disease

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Corporate customers

We have the right expertise to deal with these often technically complex claims.

We have a team of over 60 dedicated disease experts. In addition, we have partnerships with specialist solicitors to ensure that litigation is dealt with in the best possible way.

The team are backed up by a market leading policy archive unit that enable the Occupational Disease Centre (ODC) to confi rm cover periods as quickly as possible.

Our ODC sees signifi cant volumes of all of the historic disease types, such as mesothelioma and deafness, and they constantly research potential new areas, such as acoustic shock and mobile telephone tumours, to ensure that we are ready for any potential claims.

Because of our size, we take a robust stance on litigation and have been involved in or led most of the high profi le disease court cases in the last few years, including Baker v Quantum.

In the past year, we have developed an award winning approach to disease claims fraud detection. This is an industry fi rst, leading to signifi cant positive results. We have set up an industry wide group to share knowledge of fraud methods in the disease environment, to further improve detection rates.

All of this means that at a time of overall claims infl ation, we are actively controlling the cost of disease claims.

Zurich is the largest Occupational Disease claims handler in the UK, responsible for over 10,000 cases per year.

‘Our centre has over 60 staff with a high level of disease claims experience.‘

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medical management centre

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For the majority of claims where there is a liability, we offer rehabilitation to claimants where this is likely to result in a quicker recovery. This in turn leads to a reduction in potential claim costs and can bring an earlier resolution to the claim. The earlier a case can be reported to Zurich, the greater the savings we can achieve. Our OHAs assess the requirements and potential benefi t in each case and arrange appropriate medical treatment, ranging from physiotherapy to counselling, speedier MRI scans to private operations.

In addition to arranging medical services, the OHAs provide a:

• valuable technical function to assess the need for private medical treatment suggested by claimants and their solicitors

• peer review process for medico legal reports supporting the claims handlers’ technical ability, with detailed medical knowledge to spot anomalies and inaccuracies within the report.

The Medical Management team help rehabilitate 5000 injured employees per year, helping speed up their return to work where possible and creating a positive impact on the outlook of the employee. This in turn has a positive impact on any subsequent claims.

• Physiotherapy intervention on motor claims saves an average of over GBP 200 per case.

• Using our buying power for medical treatments means that we can normally source recommended treatment at a lower price than the claimant’s solicitors.

• Using medical experts to review evidence disclosed by claimants’ lawyers saves an average of over GBP 400 per case.

Zurich RehabilitationFor our largest customers with a signifi cant volume of accidents we can offer Zurich Rehabilitation. This is an innovative approach to injury management which brings together traditional insurance, risk management and injury management to help employees return to work sooner. It’s all about working closely together to help manage the cost of business risk.

Zurich Rehabilitation is suitable for most injuries arising from workplace accidents and offers immediate access to professional medical expertise. As well as demonstrating a commitment to the wellbeing of employees, this early intervention can help to reduce the cost of accidents to a business. For example, loss of earnings can form a large part of a claim. By reducing the length of time an employee is absent from work, Zurich Rehabilitation can have a big effect on the fi nal costs.

Rehabilitation is a key tool in managing injury claims. At Zurich, we have a team of Occupational Health Advisors (OHAs) who can intervene in injury claims in a number of ways. These OHAs are embedded directly within our claims team.

Complex ClaimsThis claim involved a manufacturer of specialist paints which were supplied for use in tank storage lining. A reaction from chemicals in the paint with the stored acid caused the tank acid to turn pink, resulting in claims from the owners of the acid, the tank owners and also the company that rented the tanks. There were further complications as a further consignment of acid was scheduled to arrive from China. This acid needed to be stored in the tanks that were not yet lined due to the delays of the previous issue.

A claim was made by the various parties who allegedly sustained losses in excess of GBP 3 million. Zurich quickly instructed lawyers and technical experts to conduct a thorough investigation into the matter. Following detailed discussions with our expert, in order to mitigate costs, we took this case to mediation. Our case handler was able to utilise the evidence obtained and bring this matter to conclusion for less than a third of the sum initially claimed.

French Product Liability Losses – Coverage GapsFrench legal code determines that when French domiciled product liability policies contain an occurrence ‘faite dommageable’ trigger that legal liability devolves upon the manufacturer as at the date of supply of the product and not the date of actual loss. For our customer this created a potential gap in cover, with the insurer at the material time of sale of the product refusing to indemnify and the local Zurich France policy not being triggered.

Zurich developed a solution for our customer by providing Difference In Conditions coverage to the local Zurich French policy, thus enabling the customer to release the EUR1 million monies held in their P&L and audited accounts for potential liabilities, whilst their coverage dispute with the prior insurer is resolved.

RehabilitationA 50 year old factory worker sustained a groin injury while moving heavy machinery. His GP diagnosed a left inguinal hernia. The injured employee was unable to remain at work until a surgeon saw him and the hernia was surgically repaired. The local NHS waiting time for this procedure was over 12 months. The employer referred the case to Zurich and the Rehabilitation Case Manager arranged a private referral to a surgeon. As a result, the operation was successfully performed just two months after the accident and the employee returned to full duties at work two months later.

By reducing the time off work from 14 months to 4 months, Zurich’s intervention resulted in a GBP 12,700 cost saving (saving on sick pay of GBP 14,400, less the treatment costs of GBP 1,700). Additionally, the employee received treatment 10 months earlier than the NHS could have provided and the employer saved on the considerable hidden costs they would have incurred during that period.

Case StudyWhen a customer experienced a signifi cant incident involving the collapse of scaffolding, Zurich Rehabilitation was there to provide support and assistance to those affected.

The accident resulted in the fatality of one employee with many others witnessing the event. In response to the incident, Zurich arranged for psychological support, providing on-site group debrief counselling with a Clinical Psychologist, follow-up one to one counselling with individuals particularly affected by the event and a telephone help line available 24 hours per day to provide additional support.

Whilst this was an extremely unfortunate event, by working in partnership with our customer we ensured that the impact was minimised and that employees felt adequately supported through a very diffi cult time. This response helped to ensure that the relationship between employee and employer was strengthened and the experience shared rather than proving to be destructive to the employment relationship.

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Financial Lines Overview

Directors and Officers, Commercial Crime, Professional Indemnity and Financial Institutions

Zurich in Action

Financial Lines

Financial lines overview

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Our Financial Lines claims hub is based in London. The team comprises of both qualifi ed solicitors and experienced insurance professionals.

The team is split into specialists aligned to the main lines of fi nancial lines insurance – Commercial Crime, Financial Institutions, Directors and Offi cers and Professional Indemnity. This ensures the appropriate experts are allocated to the case in hand. The team is supported by a network of lawyers and adjusters from the UK and across the globe.

We look to work on a collaborative basis with our customers in order to drive a transparent strategy, ensuring the appropriate outcome for all parties.

Zurich delivers this with a team of over 15 individuals who focus purely on professional indemnity from both a UK and worldwide perspective.

William AndersonFinancial Lines Claims Practice Leader

William is responsible for the running of the Professional and Financial Lines Claims Team, which handles claims from Commercial Professional Indemnity, Financial Institutions, D&O/EPL, Political Risk, Trade Credit and Commercial Crime.

William has worked in the insurance industry for 20 years. He joined Zurich as a Claims Adjuster handling Professional Lines claims on an open market and binder basis.

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directors and oFFicers, commercial crime, proFessional indemnitY

Corporate customers

Financial Lines insurance for both Commercial and Financial Institutions encompasses a range of covers:

directors and offi cers is a severity driven book of business and the impact is normally felt at the highest level of the organisation. We are not just looking at the potential high value damages sought, but also the impact of regulatory proceedings in multiple jurisdictions. Actions brought against senior management can involve their personal assets and impact their liberty, so it is vital that you have the right claims support in this highly technical area.

commercial crime is a sensitive area with the potential of overlapping criminal investigations and formal claim investigations. Again, strong claims support is required, with a robust network of loss adjusters to help quantify any potential losses.

In diffi cult and uncertain economic times our customers, as professionals, are often looked upon when things go wrong. Our professional indemnity team is keen to provide supportive technical claims advice to help navigate you through potential challenges against your business.

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Zurich in action

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directors and offi cersUK master policy for parent company, with a Mexican policy for locally domiciled subsidiaries

A multinational company and four of its directors were subjected to an investigation in Mexico in relation to payments of income tax and value added tax by one of the Insured’s subsidiaries. Strict laws are in place regarding the payments of these taxes, which must be adhered to in all countries a multinational operates in. Formal charges were brought against the company and one of its directors. In this instance the charges were covered by the Mexican D&O policy in the local territory, according to local terms and conditions.

professional indemnityUK master policy, with a local policy in China for subsidiaries

The insured, an architectural fi rm based in London, had a subsidiary based in Beijing. The Beijing offi ce entered into a contract to provide architectural services for a local construction fi rm, subsequent to which the Beijing offi ce was sued for the breach of its professional duties. Coverage under the local policy was immediately effective and paid defence costs which culminated in a judgement awarded in favour of the Beijing offi ce.

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Strategic Claims Management

Governance and Global Quality Assurance Team (QAT)

Fraud

Vendor Management

Complex Injury

Zurich in Action

Claims Services

strategic claims management

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We believe that good claims handling starts before a claim arises. We work closely with government departments and industry bodies to ensure that the voice of our customer is heard when new legislation is being shaped.

Taking litigation to appeal is expensive and many organisations are not prepared to invest in this type of action.

Our experience shows that choosing the correct cases to appeal can shape the nature of claims for years to come and therefore has a mutual benefi t, protecting us all from future litigation.

Taking action that reduces future litigation not only reduces Zurich’s claims spend but, as each piece of litigation involves background administrative work or downtime that is not covered by insurance, strategic claims management reduces future costs all round.

Our customers can be reassured that our approach to claims is as proactive as possible and, in Zurich, they have a strong partner who is not afraid to fi ght their corner in the right cases.

keY customer beneFits:• Protection against future

claims developments.

Examples:• Zurich worked closely with

the Ministry of Justice to help shape the recent MOJ motor reforms.

• We have been formative in recent disease litigation.

• We reported to the Commons Transport Select Committee on the Motor Insurance Inquiry in 2011.

• We are playing a key role within industry and are leading ABI activity on the Jackson reforms.

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governance and global QualitY assurance team (Qat)

Corporate customers

It is vitally important that our processes are compliant with local law and Zurich were the fi rst insurer to recognise the importance of legally compliant global insurance programmes. The result is that we now have a number of people working permanently to ensure that real-time information is available and all of our global processes are legally compliant on a local basis.

This consists of several components:

GovernanceTo provide our customers with confi dence that we adhere to a framework prescribed by our regulatory bodies.

Claims Audit Programme

This internal self-audit programme is designed to ensure that we are operationally effi cient, manage performance and excel technically.

Global Quality Assurance Team

This is a permanent, full-time unit of claims experts covering all internal, external and outsourced claims activity, such as delegated schemes, adjusters, panel lawyers and vendors.

In addition to our detailed annual plan of QA reviews, we conduct a number of additional QA reviews, for both internal claims handling and also external/delegated suppliers.

Continuous Quality Review (self auditing)In addition, each claims offi ce has a robust ongoing Continuous Quality Review (CQR) process, which involves monthly reviews of a selection of each handlers’ cases. These are analysed at individual, team, offi ce and Line of Business level, to ensure the handler is adhering to best practice. We use these processes to ensure a consistently high level of quality and professionalism.

keY customer beneFits:• That their insurer is operating

within regulatory guidelines.

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Fraud costs the insurance industry £1.9 billion pounds every year.

While the vast majority of claims are genuine, claims fraud is regrettably a challenge faced with most insurance products. Fraudulent claims against our customers represent a serious fi nancial threat and result in wasted labour in dealing with the cases.

Zurich therefore have an obligation to all of our customers to ensure that we have processes in place to identify and investigate suspicious claims. That’s why we take a robust, market-leading approach to fraud. We know that, aside from just dealing with the cases presented to us, it’s important to have a strong anti-fraud reputation to actively discourage fraudulent activity against Zurich and our customers.

Our zero tolerance approach to fraud:• We do not knowingly pay

fraudulent claims.

• We do not negotiate with fraudsters.

• We always look to prosecute where evidence exists.

• We take a fi rm line against those attempting to defraud us.

Maximum detection ensures that all staff are aware of the fraud risks and that processes are aligned to identify and refer all suspicious claims.

Thorough investigation means that experienced anti-fraud professionals are instructed to use a variety of investigative tools in a timely manner.

Prevention seeks to stop fraud from maturing through interaction with underwriters and using media to infl uence public perception.

Leading-edge tools aim to keep ahead of the fraudsters and their ever-evolving capabilities.

It’s this expertise that keeps Zurich at the forefront of fraud detection and industry initiatives. Our people are key to our success.

Our fraud team brings its expertise to all our claims units: • Awareness training and fraud

identifi cation tools for every claims handler, relevant to the types of claims being handled.

• Embedded fraud co-ordinators/handlers within claims units.

• Back up from a dedicated Claims Investigation Unit, the sole role of which is to investigate suspicious claims, raise awareness among staff and customers, gather and share intelligence.

• Further specialist support from a panel of suppliers and solicitors who complement the work we do in-house.

• We use the latest technology and databases to spot fraud, in particular organised fraud networks with which we have had signifi cant recent success.

• We contribute to and instigate industry initiatives such as the Insurance Fraud Bureau to ensure Zurich and our customers are strongly represented.

Specifi c recent developments:• We have implemented a system to

automatically check every single Credit Hire claim for routine fraud such as identity of vehicle hired, length of hire etc.

• We have launched a system for identifying occupational disease fraud. This is an industry fi rst and has detected an extra GBP 2.5 million in the fi rst 12 months of operation.

• We have installed a new data-mining system to spot networks of fraudulent activity, and invested in extra staff to form a team dedicated to dealing with the leads generated by the new system.

keY customer beneFits:• Claims costs are controlled through

avoidance of paying fraudulent claims.

Our choice of suppliers is based on a total value approach, rating suppliers not only on cost but also on customer service and experience.

In the event of a claim, customers can benefi t from our arrangements with trusted suppliers in many areas. These will include: building repair services, temporary modular buildings, IT equipment, rental vehicles, vehicle repairs, glazing services, emergency heating/plumbing/electrical services, underground drainage services, property restoration following fi re/fl ood, uninsured loss recovery, legal representation, and brown/white goods.

We obtain monthly management information, monitor credit ratings, and hold periodic review meetings with each of our key suppliers. We constantly reevaluate how to achieve optimal performance and effi ciency in our partnerships.

Sourcing and utilising further expertiseWhile Zurich has extensive in-house capability and capacity, we also use our experience in vendor management to source the best service and expertise from external suppliers.

We have a specifi c Claims Vendor Management team who understand the specifi c claims issues around sourcing external suppliers.

They source, manage and check our claims suppliers to ensure that we and our customers can call on the right resources at the right time.

Their approach is to look not just at cost, but to look for true value, (a combination of innovation, service levels and value for money. This means not just going for the cheapest option, but for the right option.

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vendor management

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We have a Claims Vendor Management team ensuring that we purchase the goods and services of claims suppliers in a controlled and compliant manner. We ensure that claims suppliers comply to the Zurich brand values and have been properly selected through due diligence and best practice, whilst we also have a contingency plan in place for each of our key suppliers.

We have suppliers in:• legal services, solicitors and

barristers, cost auditors

• forensic accountants

• car repairs, recovery and hire

• medical investigation and rehabilitation

• private investigators

• vehicle salvage

• property engineering

• loss adjusters

• glass replacement – for vehicle and property

• property mitigation (drying, alternative accommodation, computer and electrical repair etc.).

To maximise customer benefi t, our Complex Injury handlers take a proactive approach. Making early contact with the injured party and/or their solicitor, the seek to build a trusted relationship. This enables both parties to agree a strategy for the case, which places the claimant at the centre of the process, and enables early rehabilitation to be utilised.

When the team receives a new claim they work with our experts, such as occupational therapists and employment consultants, who will assess the injured person’s needs and establish the level and type of help required.

At the same time, they work with our legal counsel, consultant engineers, forensic accountants and employment consultants to assist in containing costs. Each care plan is tailored to meet the needs of the individual.

Where liability exists, we aim to achieve a negotiated settlement, where possible, by way of a face-to-face meeting with the injured party and their legal advisors. Better still, early decisions, and early settlement, can lead to a signifi cant saving in cost.

We also have a special experienced catastrophic PI team dealing solely with the largest motor and liability injury claims, and work with a specialised panel of counsel with extensive experience in complex injuries.

We believe in building strong, transparent, long-term relationships with both customers and brokers, as well as with the claimant community. Such relationships ensure that we manage the claim in the most effective way.

Overall, this gives peace of mind that we have the expertise and resources and a dedicated team of experienced claims handlers.

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keY customer beneFits:• Effective reputation management.• Cost control to fastest possible settlement.• Awareness of progress and involvement in decision-making.

All injury claims of utmost severity are handled by our Complex Injury handlers. In addition to a strong UK team, we have technical claims heads positioned throughout our Global Claims network to ensure consistency and high standards.

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Zurich in action

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BackgroundIn 2002, a group of former textile workers started an action to try and change the basis on which compensation is paid for occupational deafness. Alleging they’d suffered deafness caused by noise generated from sewing and packing machines used in the hosiery and textile industry, they felt their employers should have done more to protect them against noise.

The employers had followed offi cial advice given by the Health and Safety Executive at that time and as a result the employers were found not liable. A number of employees failed to show they had been deafened by the factory noise and all claims were dismissed by the High Court.

Exception to the ruleIn one case, however, (Stephanie Baker vs. Quantum Clothing) it was accepted that there was a small element of noise-induced hearing loss. Mrs Baker took her case to the Court of Appeal, which subsequently reversed the High Court decision and applied a retrospective interpretation of legislation stating that employers were required to reduce noise levels below the offi cial HSE guidance of the time.

Providing clarity for employersZurich challenged the Court of Appeal judgment on the basis that an employer’s culpability or duty of care cannot go beyond the acceptable standards of the relevant time. Now the long-awaited clarity we have been pursuing has been restored, to the benefi t of employers across the country. The Supreme Court has now dismissed the Court of Appeal’s reversal – meaning the High Court’s original ruling applies and that these employers are not liable.

Victory for common senseAny other decision would have had widespread implications across industry generally, not only in relation to noise, but other exposures where standards of acceptance have changed over the years. This ruling now provides certainty for both employers and insurers.

shaping the claims landscape When it comes to claims, no insurer can claim to be miles ahead of the rest.

But when you look at all the areas of Zurich’s claims expertise, they combine to offer an incredibly robust and compelling case:

• We are expert claims handlers.

• We are claims experts in the key classes of insurance.

• We are experts across the claims spectrum.

• We understand the key claims issues in all our customer markets.


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Claims Excellence No.4 Zurich at the ForeFront

Zurich is also about recognising and anticipating change. We know that the claims environment doesn’t stay the same and we want to continue to be the leading claims function in the UK.

To remain at the forefront we are:• developing a new UK claims

operating system to add value to the claims process. It will ensure that we do what we’ve agreed to do for our customers every time; simplify claims and give us a more complex understanding of them,

• keeping an eye on the future legal landscape, getting deeply involved in the shaping of legislation by working directly with the government and industry groups; directly shaping the look of the forthcoming MOJ liability and Jackson reforms; along with constantly looking to fight for litigation that will positively change the claims environment,

• developing new innovative methods of settling property damage claims, to move to simple settlements within hours, rather than days, with more customer choice,

• continuing to develop our market leading Claims Quality Assurance methodology to ensure that the quality of our claims handling is first class,

• developing our people, supporting the CII and professional study, along with internal License to Handle training and certification programmes,

• building cutting-edge methods of tackling fraud and third party claims. We are investing heavily in new technology to uncover hidden networks and spot criminal activity links in occupational disease claims. We have also developed the industry’s first ever fraud red flag process and launched a market sharing group which has been shortlisted for the Insurance Times and Post Magazine awards. To tackle third-party credit hire claims, we are rolling out a new end-to-end system, which will manage the time frames and spot systemic abuse of the credit hire rules.

These aren’t just blue-sky visions. They are real-world projects we’re already investing in. Because whatever we do, we want our expertise to make the difference.

Zurich Global Corporate UKLondon Underwriting Centre, 3 Minster Court, Mincing Lane, London EC3R 7DD, England. www.zurich.co.uk/business Zurich Global Corporate UK is a trading name of: Zurich Insurance plc. A public limited company incorporated in Ireland Registration No. 13460. UK branch registered in England and Wales Registration No. BR7985.Registered Office: Zurich House, Ballsbridge Park, Dublin 4, Ireland. UK Branch Head Office: The Zurich Centre, 3000 Parkway, Whiteley, Fareham, Hampshire PO15 7JZ.

Zurich Insurance plc is authorised by the Central Bank of Ireland and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our regulation by the Financial Conduct Authority are available from us on request. FCA registration number 203093. These details can be checked on the FCA’s register by visiting their website www.fca.org.uk/register or by contacting them on 0800 111 6768.13

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