Improve supplier contact

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While congratulating the industry for reacting well to surge events such as the summer floods, Simon...

While congratulating the industry for reacting well to surge events such as the summer floods, Simon Hancox, managing director of Homeserve claims management, said insurers should communicate more with their suppliers in order to manage claims faster.

He said that when insurers kicked into surge mode, they would often change the way they did things but added: "this is not always communicated to the supplier."

Mr Hancox called for the creation of quality standards in the property supplier market, "which will drive objective measurements of performance and quality."

He added that moving forward, a greater focus will be put on service delivery as a policyholder retention tool.

CHANGING TIMES

CSC Financial Services vice-president John Maitz presented an overview of changes in the technology field and where things could potentially go in the automation of claims processes. He asked the audience whether insurers were using existing developments in the open market - such as Paypal to pay claims, or Ebay to evaluate goods and find replacements. Mr Maitz pointed to the fact that Google itself used public architecture behind its service, and suggested the industry could look to harness such technology itself, rather than build its own solutions. He warned that new entrants to the sector may just do this in order to improve the customer experience.

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