Putting SME customers first

Overview
Expert in this field
Bobby White

inTrust
Global TPA Lead, inTrust

T: +44 7880 780076

Even micro SMEs sometimes need a loss adjuster’s assistance

We have been working in partnership with an online micro SME broker for seven years. The broker business model incorporates 17 separate carriers as well as an in-house MGA. We received just under 7,400 property, casualty, PI and Emergency Assistance claims in the last calendar year for a multitude of small business enterprises.

  • The Challenge

    Most claims are settled from the desk, but there are occasions when an adjuster is needed. We are appointed on around 85% of the adjuster claims, but as policies are sold via a number of brokers, some have their own adjuster arrangements in place. In these instances we will appoint their preferred adjuster, but retain service oversight of the claims through to settlement. We’ve access to their banking systems to facilitate prompt payment via BACS.

  • The Solution

    Having complete visibility across all claims, whether desktop, our adjuster or another adjuster, means we can provide the client with a complete and consolidated claims process.

    Our service covers first notification of loss through to settlement, management of numerous escrow accounts and provision of data through system connectivity, with delegated authority limits ranging from £10k to £50k, depending on the wider Cunningham Lindsey relationship with the carrier.

Welcome to Clarity Online

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Watch this short video to learn more about how inTrust’s risk management portal Clarity Online provides instant access to information on your global claims programme

However you want to slice and dice it, whether you want a top level view or to drill down into a specific claim, to view all aspects – including documents and images – Clarity online is the gateway to your global claims programme

Data accuracy is as important as claims handling

Video presentation

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The power of data

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Through its data analysis, inTrust was able to advise a global travel client on areas where it could improve its business

inTrust’s principal data tool, Clarity Online, does much more than analyse loss data. For one particular client – a global travel organisation with hotels around the world – the tool also gathered and made sense of customer complaint data. This revealed some pinchpoints in the business, allowing the company to improve standards in these areas, with the result that claims and complaints reduced overall.

We've expanded the functionality of our data tool Clarity, to offer much deeper insights and analysis on claims

Phil McNeilage

Cunningham Lindsey

UK CEO

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  • The Challenge

    At a time when 90% of the world’s data has been created in the last two years, we know our clients need help making sense of that data so they can improve the resilience of their organisations and reduce the cost of claims

  • The Solution

    Through careful analysis we were able to identify common causes of complaints for a global travel organisation. This enabled the client to target its resources more effectively so that it could deliver an even better experience for customers and reduce costs at the same time.

The right thing, every time, for every customer

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The UK wing of inTrust has launched an iniative, called iCare, which puts the spotlight on customer service. As UK CEO Phil McNeilage explains:

“Through iCare, we’re empowering our people to take ownership of each claim and encouraging them to eliminate any processes or procedures that will stop them from achieving a great result for the customer. It’s no longer about doing things right – it’s actually about doing the right thing, every time and for every customer – and above all, keeping things simple.”

  • The Challenge

    A three-month appraisal of market and customer requirements assessed the claims experience received by clients and compared it to the company’s service delivery measures. The results indicated that change was needed and the customer needed to be placed back at the heart of the claims process.

  • The Solution

    iCare was introduced to empower claims technicians to make decisions that can speed up the claims process and deliver an efficient and fair result for all parties. As a result, our NPS score – which indicates whether clients would recommend us as a claims handler – improved by 20% over six months. Similar initiatives have been and are being introduced in inTrust’s nine other hubs.