The New Virtual Normal

new virtual normal
Here are our top tips for performing in a challenging, changing, and virtual insurance landscape.
  • Put a face to the name

Virtual does not have to mean you lose the chance to connect with your team and customers. Many workplace cultures were shaken by the rapid shift to working from home and both new starters and long-termers could be feeling disconnected from the human at the heart of their employer. Whether it’s profiling your leaders in engaging, organic ways, putting a face to your online chat-bot, or sharing real customer stories – find ways to personalize and humanize your company from the inside out.

  • Drones, data and disasters

Natural disasters and severe weather events do not stop for a pandemic and being restricted from accessing an insured’s property is no longer an excuse for a claims delay. We recommend exploring how you can take advantage of drones, and virtual assessing techniques to keep claims moving in the event of a disaster. Whether it is getting an early look at a disaster site to identify damage from a bird’s eye view or connecting with insureds via a video walk through of their property, there are plenty of ways you can gather verified data to help your decision-making process. Take advantage of customer mapping and profiling to better understand how, and how many, insureds will be impacted by a catastrophe to adequately plan your surge outsourcing.

  • Personalized and private

We now have more access to our team’s homes and private lives than ever before, and we have a responsibility to help them make a distinction between when they’re “on” and “off” for work. Set clear rules and expectations around working hours for your team, provide wellbeing resources to set your team up for success and be ready to be truly flexible when it comes to a work environment that is, for some people, a little too close to home.

From a customer perspective, we also have an obligation to continue strict governance around storing customer’s personal and private data outside of the physical work office. There may be national legislation governing how you maintain customer privacy, so hold regular training sessions to keep your team on top of their requirements.

  • Plan to protect your team

Whether it’s a pandemic, surge event, or business interruption, internal resourcing faces many risks. While working from home has made it possible for people to work through most circumstances, if a large portion of your team is impacted by an event or virus your reputation could be damaged as a result. Make sure you have a plan to protect your team and reputation through thorough workplace health and safety protocols, hygiene management, and know when to call in the external experts to get your business through its own challenging time.

  • Exceed expectations

Finally, take stock of all the adjustments your team made to keep delivering in 2020. Celebrate what worked, refine what missed the mark, and make a plan to go above and beyond for your team and insureds throughout 2021. The grace period for companies to adjust to the demands of our new virtual normal has passed and now is the time to stand out from the pack.

 

Reach out to Gallagher Bassett to find out how you can master the new virtual normal in 2021.

More Posts

Insights

How GB’s Award-Winning RMIS Platform Is Boosting Carrier Outcomes

In today’s carrier landscape, turning data into actionable strategies is crucial to staying ahead. Gallagher Bassett’s award-winning RMIS platform, Luminos, is leading the charge in reshaping risk management and harnessing data. Find out how Luminos is revolutionizing risk management practices and empowering carriers to achieve success.

Read more
Insights

Navigate Changing Customer Expectations by Accelerating the Claims Lifecycle

Navigating the dynamic carrier landscape requires a keen understanding of evolving customer expectations, the pursuit of service excellence, and staying across the latest technology trends. In our new whitepaper, “The Carrier Perspective: 2024 Claims Insights,” we delve into how carriers are adapting to meet these shifting demands while leveraging technology to drive innovation. As we move through 2024, the focus remains on accelerating the claims lifecycle and delivering superior customer service as a cornerstone of success.

Read more
Insights

Introducing the Carrier Perspective for Your 2024 Outlook

We are excited to launch “The Carrier Perspective: 2024 Claims Insights” whitepaper. Based on a global survey of 150 carriers, delve into the transformative shifts impacting carriers, from technology advancements to regulatory changes and global trends. The Carrier Perspective is a comprehensive exploration that offers invaluable insight into trends, challenges, and opportunities to drive success for carriers this year. Read on to stay ahead of the curve in 2024.

Read more
Group Of Businesswomen Collaborating In Meeting - Business Services
Insights

What Claims and Client Service Excellence Looks Like in 2024

In an insurance landscape shaped by shifting customer expectations, the key to success is understanding how to respond with quality service. With International Women’s Day approaching, we checked in with a few of the talented women in our claims and client services groups to explore what service excellence looks like. Amy Cooper, VP — Carrier Practice Sales, leads Gallagher Bassett experts Suzanne McCarthy, Margaret Viss, Vicky Kalasmiki, Jill Crane, and Kathy Doyle in a insightful roundtable discussion exploring explore what claims and client service excellence truly means.

Read more

Keep your finger on the pulse of the latest industry news and insights.

Sign up to our monthly newsletter today.

Search

Hi there!

Want to drop us a line?  You can get in touch by filling out the form below and we’ll get back to you as soon as possible!