The Making or breaking of any Insurance Company is the ability to pay claims. In today’s market where fierce competition with products exists, the clear differentiating factor from another company is its claims management. Claims are now considered to be the “money maker” rather than the “money taker” of Insurance Companies.

Customer Service does not begin and end with take of the clients’ money and issuing them a policy document. It continues further, when the client suffers a loss, how the client is handled from the beginning of the claim procedure to the end, decides whether he/she will return or leave along with another. What must be noted here, each dissatisfied customer takes with them one or more clients. For survival our centre of gravity must be our clients as claims are seen as a way of improving our reputation and acquiring new business through referrals. The claims department is the heart of the Organization where you have the most contact with the public. In a market where it is difficult to differentiate products and premiums, one of the key differentiators is the management of claims.

Controlling the cost of claims has always been on the agenda. This is now coupled with the desire to improve our service. That is focusing on the service aspect of claims. Treating Customers fairly and the cost of claims are two primary issues facing the industry and we are mindful of this. Having the right people in this department is vital to this industry because within claims you have an impact on people therefore customer service skills in being able to empathize with our customers is needed now more than ever.

The increased crowding on the roads, reckless driving, wilful act, wealthier households, and worse weather scenario because of global warming are just some of the contributors to the number and size of our claims. The staff must have the technical knowledge, experience and empowerment to engage in constructive negotiations with policyholders.

Of course there are always complaints put there are minimal. With consumer demands and expectations we ensure that we have quality people in the role who interface with the public. We are continually striving towards improving delivery of our claim service.