Claims are often labelled the ‘shop window’ for the insurance industry and although all claims are important, they are rarely more emotive than when very personal items such as jewellery and family heirlooms are lost, stolen or damaged.
Editor Stephanie Denton in conversation with Signet's insurance service manager Gary Hindley
In these cases it's important the insurance industry really and truly puts the customer at the centre of the claims process, rather than paying lip service to this often overused term.
As part of Post's Claims video edition, Gary Hindley, insurance services manager at Signet, joined Post to discuss replacement versus refunds in claims, the importance of customer control and what insurers can be doing at first notification of loss in these emotive claims.
Read about the other videos in the Claims edition:
Association of British Insurers' property, fraud and specialty lines head Aidan Kerr on the problem of fraud in the insurance sector.
Absolute Partnership's technical director Colin Hawes discusses The Claims Portal.
Sarah Mallaby, head of motor claims at Allianz Insurance, on whiplash.
Flood Re interim chief executive Tom Woolgrove explains the timetable for Flood Re.
David Bingham, chair of the British Association of Rehabilitation Companies, debates the value on dispensing with low-value personal injury payouts in favour of pure rehabilitation.
Zurich disappointed in new #discountrate. David Nichols, Ch Claims Officer: "The failure to change the discount rate to a balanced level will only serve to increase the cost and, therefore, affordability of certain types of insurance - especially for higher risk customers." pic.twitter.com/ac1CfBzfxX— Zurich Insurance UK (@ZurichInsUK) July 15, 2019
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