In November, our Chief Executive Officer- North America, Mike Hessling, led the latest webinar in our Opportunities and Outcomes series, ‘Innovate to Meet Evolving Customer Expectations and Deliver Improved Outcomes.’ Along with our Carrier Practice Leadership team, he shared his thoughts on how carriers can improve the client experience while taking control of the total cost of risk for their business.

Scott Newland, General Manager – Government and Long-Tail Claims, has worked through many of these severe weather events and shared his top tips for carriers.

Here are our top tips for performing in a challenging, changing, and virtual insurance landscape.

File resolution is on everyone’s wish list – and prioritizing case closures delivers dividends for all involved that far exceed finishing the year with a clean desk:

Employers and carriers alike are preparing for an onslaught of lawsuits and claims relating to failures to meet health and safety obligations for employees who contract COVID-19 in the workplace, or over the course of carrying out their duties.

Mr Hessling is North America’s Chief Executive Officer for the global provider of risk and claims management services after being appointed to the role in February this year from Chief Client Officer, and has been a driving force behind the company’s burgeoning Carrier Practice, focused on the unique needs of serving carrier clients with outsourced solutions.

The “war for talent” sees carriers, especially of the mutual and mid-market type, battling to remain competitive and retain their access to top talent. Read on for our deep dive into these challenges and how your entity can overcome them.

While there have been many major events across the decades, there has never been a year like 2020 – with a major bushfire season, storm events and now a global pandemic.

So, how will this fast-tracked movement towards digitization impact the industry? Here are three key trends we expect to see expand into 2021:

Operating a commercial enterprise in the midst of a global health pandemic has forced businesses to closely consider their practical health operations from guidelines to strictly enforced rules. This comes into play in managing our own workplaces – offsetting risk and reward with a greater emphasis on the role of our people as our most valuable assets – creating safer workspaces and adopting new ways of working enabled by greater work from home capabilities. Plus, the pandemic has called into question how insurance carriers manage their businesses, outsourcing and collaborating to best navigate how they can continue to support customers in a new virtual context.

Over the course of the study, the top 20 per cent of carriers generated an annual average profit of $764 million, compared to just $26 million for the middle 60 per cent.

The customer experience can have a direct impact on your bottom line, with unhappy customers increasing administrative burden and ultimately ‘voting with their feet’ by departing in search of another provider.