mark hudman claims executive leader, marsh ltd tel: 029 20431127 (office) tel: 07787 565346 (mobile)...
TRANSCRIPT
Mark HudmanClaims Executive Leader, Marsh LtdTel: 029 20431127 (office)Tel: 07787 565346 (mobile)Email: [email protected]
“Strategic Decision Making for the Claims Handling Function”
ALARM Seminar, London24th January 2007
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Mark Hudman’s Background
Customer Service/Managerial Positions – Retail and South Wales Electricity
Claims Manager – South Wales Electricity
Group Claims Manager – Hyder Plc
Claims Executive – Marsh Ltd
Claims Executive Leader – Marsh Ltd
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Claims Handling Options
Outsource
In-house
Part outsource/part in-house
Outsource/mutual
In-house/mutual
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Key Strategic Decisions In-house v Outsource
Cost – Total cost of handling team (including overheads), claims settlements and hidden costs
Management control
Recruiting the right people or selecting the best Third Party Administrator
Customer service
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Key Strategic Decisions In-house v Outsource (cont)
Management information – data capture and transfer
Claims handling charter
Claims protocols – authority levels
S.L.A’s/Tenders/Contracts
Claims review meetings/audits
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Claims Handling Services
Pre-launch
Liability & quantum tools ( See page 8&9)
T.P.A. selection & SLA’s
(see page 7)
Manage
Run Off Claims
Identify Number of
Claims Handlers
Insurer Protocols/Authority Levels
Claims HandlingCharter“Smart & Efficient”“Fair but Firm”
Claims HandlingProtocols
Training Initial & Ongoing
M.I. Bespoke Claims Handling System------------------------STARS - LACHS
Recruitment- Referrals- Adverts- Agencies
Claims Section Structure
Good Balance
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Claims Handling Services
T.P.A. Selection & Appointments
Early intervention/ rehabilitation/ return to work services
Auditing
Internal & External
Fraudline
Legal Cost Assessors
On site Claims Investigation/ Surveillance
Loss Adjusters/Claims Consultancy Services
“Work Overflow” Claims Handling Services
Solicitors
SLA’s
Barristers/Counsel
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Claims Handling Services
“Liability & Quantum Issues”“Claims Handling Tools” “C.P.R. Compliance”
Claims Handling Charter
D.W.P.C.R.U.Registration
Fraudulent ClaimsIdentification
Defend Claims Whenever Possible “Claims Defensibility Review/Audit”
Pre-Action Request for Personal Records - HR Dept
Pre-Action Protocols
Pre-Action Discovery
(beware of costs)
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Claims Handling Services
“Liability & Quantum Issues”“Claims Handling Tools” “C.P.R. Compliance”
Cost Control Early Identification of Liability & Settlement Where appropriate
Success Fees ATE -
Insurance Premiums
T.P. Cost
Control Negotiation
NHS Trust Costs
Motor/EL/PL
Quantum Kemp & Kemp Judicial Studies Guide On-Line Sites
ClaimsPayments
Fund (ESCROW)
Successful Defence Own Costs
Recoverability
AggregateStop LossIndicators
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SLA/KPI’s
Acknowledgement Letters
Pre-action protocol compliance
Decision on liability
Time to settle
Cost of damages
TP & own claims handling/legal costs
File reviews
Authority levels
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SLA/KPI’s (cont)
Reserving philosophy
File closure policy
Appointment of nominated Solicitors and Adjusters
Appointment of appropriate Barristers & other experts
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Make Best Use of Audits
What type of audit – reserve, systems or performance
Pre-renewal
Pre-funding report
Pre-claims handling tender
Mid term
System/performance
Damages v costs – TP and defence
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General Considerations
What do you want to achieve
How well does the claims handling function work at present
Appetite for risk retention – what level
Closer claims management control or deal with at arms length
Claims process re-engineering project
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MMC Claims Services & Solutions
Reclaim - Full "cradle to grave" claims handling/management services for our clients.
Claims Consultancy - experts in project managing incidents for our clients who have sustained a major, complex or contentious loss whether it be through fire, theft, vandalism, flooding, fraud or indeed any other cause.
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MMC Claims Services & Solutions(cont)
Employers or Public Liability Claims Defensibility Review - very beneficial for clients who have to accept liability and settle claims due to inadequate Risk Assessment, Health & Safety, training records, document retention procedures and/or implementation.
Insurers & Supplier Technical Claims Audits -useful exercise for the service and broking teams to ensure client's claim reserves are reasonably stated and/or old files closed prior to renewal negotiation or T.P.A. selection.
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MMC Claims Services & Solutions(cont)
Accident Management Service Reviews - ensuring our clients have the most appropriate Accident Management and Uninsured Loss Recovery service provisions in place to minimise total cost of accidents and maximise their uninsured loss recoveries.
Insurance Archaeology Services - a service that can be arranged through your Claims Executive with InSolutions, when our clients/prospects are unable to trace previous insurers.
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MMC Claims Services & Solutions(cont)
Claims Analysis - capture and collation of as much historical claims data as possible to present a comprehensive claims report identifying clients' major risks and trends to help with their risk management programmes/initiatives.
Claims Process Pre-engineering - primarily for clients/prospects with large deductibles-set up claims handling procedures, training and provide claims management support to clients/prospects internal/external claims management functions.
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MMC Claims Services & Solutions(cont)
Claims Programme Management - Implementing and maintaining agreed service standards; Claims Executives personally attending claims meetings and ensuring co-ordinated service delivery of Marsh specialists and other parties.
National Claims Team - Claims Advisory & Technical Support Services - There is a wealth of experience in the National Claims Team to deal with our clients' claims whether of a general, technical or coverage dispute nature.
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Conclusion
For more details ContactMark HudmanClaims Executive Leader, Marsh LtdTel: 029 20431127 (office)Tel: 07787 565346 (mobile)Email: [email protected]