Loss adjusting

Interview: Graham Smart, McLarens Europe

It has been three years since Graham Smart took over the role of McLarens Europe MD from Trevor Latimer. He reflects on the challenges the market has faced and what growth opportunities remain.

Blog: 8 ways insurers are focusing on customer service

A lot is said about customer focus, delighting customers, and being a customer-driven business, to name three buzz phrases. Without the right approach, real effort, and supporting evidence, there's always a danger these are empty words.

Blog: Riots and claims, five years after the London unrest

When the ‘Black Lives Matter' protests on 5 August brought West London traffic to a standstill and cut off the M4 corridor into Heathrow Airport, one couldn't help thinking of the simmering social tensions that led to widespread rioting five years ago.

Blog: Insurers must shout about the good service

I've worked at the sharp end of our industry for more than 30 years now and seen firsthand how we help to put peoples' lives and businesses back together following serious incidents such as a storm, flood or fire. However, the public perception of the…

Digital: Virtual reality

Virtual reality has hit the gaming industry this year and it could find a place in the insurance sector to help with claims and fraud in the future.

Blog: Investing in people

There are probably only two aims for a training and development programme: to make it work for your company and to make it work for your employees. All other benefits - and there are plenty of them - flow from that principle.

Blog: Not anyone can practise as a loss adjuster

Chris Hall, managing director at Questgates, reacts to Chris Sandilands' proposition of an Uber-style service for claims. In his view, freelancers cannot provide the level of expertise and consistency needed for loss adjusting.

The Claims Process: Together again

Hammering down loss adjusters on fees proved a false economy for insurers as falling service standards merely wreaked more havoc on the industry’s reputation. But sense has prevailed and the two sectors are showing signs of a welcome reconciliation

SMEs: All things unequal

Last year’s FCA thematic review found a gap between what SMEs expect of their insurers and the service they actually get. What can insurers do to make SMEs feel more valued?

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