Global Programmes and claims management Niels de Kock, Client Services Director E: nielsdekock@broadspire. eu T: +32 473 881531
Agenda – An overview of a global programme – How international programmes are set up – Differing cultures – What do our clients want? – Consider outsourcing claims – How outsourced claims programmes work – How can we help…? © Broadspire, by Crawford & Company
An overview of a global programme Sample Global Management Structure Local Client Operation Account Management Treasury Management Risk Management Captive Insurer Broker Data Management Local Client Operation Quality Control Local Client Operation 3 © Broadspire, by Crawford & Company
How international programmes are set up (1) Global Program Defined as a program structure involving a Master Policy in one country with one or more local policies issued in other country(s). The Master Policy typically contains a DIC/DIL clause which links the local policies to the Master Policy © Broadspire, by Crawford & Company
How international programmes are set up (2) Master Policy providing Difference in Condition (DIC) and Difference in Limits (DIL) cover either on a licensed, Permissible Unlicensed (PUC) or Financial Interest (FI) basis Master Policy Local Policy Country A Country B Country C Country D Country E © Broadspire, by Crawford & Company
How international programmes are set up (3) Master client Local client Master broker Local broker Master Insurer Local Insurer Fronting partner © Broadspire, by Crawford & Company
How international programmes are set up (4) – Euro. Pass / Freedom of Services – 30 EU and EEA Countries that can be covered on a “passported” basis © Broadspire, by Crawford & Company
Differing cultures. . . – Language – Legislation – Use of loss adjusters – In-house adjusters – Use of consultants – Subrogation procedures –. . . © Broadspire, by Crawford & Company
Differing cultures. . . Coffee shop… ► USA © Broadspire, by Crawford & Company ► Italy ► France
Differing cultures. . . Coffee shop… ► Amsterdam © Broadspire, by Crawford & Company
What do our Global Clients want? – A trusted strategic relationship – Robust local service delivery with global co-ordination – Consistent approach to claims and risk management – Delivery of promises made – Reinforcement of brand business strategy – Meaningful data and portfolio analysis – Professional account management – Management Controls – Improved Risk Management © Broadspire, by Crawford & Company
Consider outsourcing claims. . . • Claims as a core competence – Is claims handling core to your business or not? • Do you have the experience in house? • Do you have the geographical spread? – How much can you rely on your offices abroad? • Can you present your bosses with Claims Management Reporting that is meaningful and consistent? • Can you quantify the added value of your risk management strategy – And show savings in claims or insurance costs? • How can you evidence added value in claims handling? © Broadspire, by Crawford & Company
Why work with a Global Claims Manager (TPA)? • Direct involvement in management of claims – Local claims management expertise around the world – Flexible, scalable and attuned to your Risk Management philosophy • Independent from Brokers and Insurers – Insurance set-up can vary from country to country, and year to year – Claims are handled in line with your Risk Management strategy • Provides full control over claims services – Claims processes can be tailored to Client’s proposition and philosophy – Clearly established Service Level Agreements – Client own all claims data and history • Preferably with delegated authority to handle/settle claims locally – Keeping your administrative involvement in the claims process limited © Broadspire, by Crawford & Company
How to outsource. . . ? • Selecting the right partner. . . – Are there suitable claims companies on the market? – With sufficient technical expertise in your line of business? – That understand your goals and objectives for claims handling? • Analyse claims and underwriting systems capability • Consider the impact on customers, employees and reputation • Legal implications and compliance • Ability to manage an outsourced claims service • Exit strategy © Broadspire, by Crawford & Company
A TPA Arrangement • TPA Contract / Agreement • Delegated Authority from insurer • Service Level Agreements and Service protocol • Programme and Account Management • Regulatory compliance and Data Protection • Systems, reporting, and frequency of meetings • Payment of claims • Relationship owner: © Broadspire, by Crawford & Company Broker –v – insurer –v – corporate
Designing a global claims process • No tasks that do not add value to the claims outcome • Workflow segmented by type and complexity of tasks • Local vs. central relationship • Proactive and flexible capacity management • Clear responsibility towards the client • Visible performance measurement © Broadspire, by Crawford & Company
Designing a global claims process Wait Avoid redundancy! • Execution in claims handling worldwide is typically different from home country • Key is to design an efficient process, that works everywhere and reduces unnecessary steps • Lack of synchronicity, • Wait for documents, people 1 Move • Excessive movement/ handover of claims along the process Rework 2 5 1 1 Over-processing/skill Leakage 4 1 • Errors • Overpayment • Missed recovery © Broadspire, by Crawford & Company • Need to perform activities multiple times and/or to correct errors 3 1 • Execution of activities not strictly necessary • Use of skilled resources for simple claims/tasks
Broadspire worldwide Offering claims services throughout the world – Specialisation in multinational claims programmes Consistent service delivery throughout the world. – Dedicated, tailored claims services – One on-line claims system used in all countries Including full online access for our client – Focus on: • • • Quality and consistency in claims handling and reporting Cost control Protection of Client brand Recovery of losses where possible High quality management information © Broadspire, by Crawford & Company
Worldwide Coverage Asia-Pacific Europe N-America / Caribbean Australia (Sydney) New Zealand (Auckland) China (Beijing) Hong Kong India (New Delhi) Indonesia (Jakarta) Japan (Tokyo) Korea (Seoul) (P) Malaysia (Kuala Lumpur) UK (London) Belgium (Brussels) Bulgaria (Sofia) Czech Republic (Prague) (P) Denmark (Copenhagen) Finland (Helsinki) France (Paris) (P) Germany (Düsseldorf) Greece (Athens) U. S. A. (Atlanta) Canada (Kitchener) Antigua Barbados Jamaica Puerto Rico Trinidad & Tobago US Virgin Islands Philippines (Manila) Singapore Taiwan (Taipei) Thailand (Bangkok) Vietnam (Ho Chi Minh City) Guam Hungary (Budapest) (P) Ireland (Dublin) (P) Italy (Milan) Netherlands (Rotterdam) Norway (Oslo) Poland (Warsaw) Latin America Middle East / Africa Romania (Bucharest) (P) Russia (Moscow) (P) Spain (Madrid) Sweden (Stockholm) Switzerland (Zurich) Turkey (Istanbul) (P) Ukraine (Kiev) (P) Portugal (Lisbon) (P) El Salvador (San Salvador) (P) Guatemala (Guatemala City) (P) Mexico (Mexico City) Nicaragua (Managua) (P) Peru (Lima) Venezuela (Caracas) (P) Panama (Panama City) Israel (Tel Aviv) (P) Jordan (Amman) (P) Egypt (Cairo) (P) Pakistan (Karachi) (P) Saudi Arabia (Al Khobar) South Africa (Johannesburg) United Arab Emirates (Dubai) Argentina (Buenos Aires) Brazil (Sao Paulo) Chile (Santiago) Colombia (Bogota) Ecuador (Quito) (P) Country (Head Office) - (P) for Partner © Broadspire, by Crawford & Company
Potential lines of business • General Liability • Employers’ Liability • Product Liability • Property and Recovery • Motor Fleet • Travel, Accident & Health • Product recall • Marine / Cargo © Broadspire, by Crawford & Company
Local handling of claims A local claims service in each country – One main dedicated contact in each country Supported by a local claims team – Local claim notification to Broadspire Directly from your customer, claimant and/or via your local office – Handling procedures customized to each client • One Service level agreement • Regular local review meetings – Broadspire handles claim on your behalf We set reserves, appoint expert, initiate recoveries and deal directly with any Third Party claim – Follow-up proactively and pay claim through e-Claims (our proprietary global claims management system) within delegated authority © Broadspire, by Crawford & Company
Global Claims management Central claims control – Central account management Single point of contact for all countries – Accessible, customizable management information Covering all countries – One contract and service level agreement Covering all countries – Optimal control with automated Key Performance Indicators and Service Level Agreement reports – Regular central review meetings • Managing changes and feedback from countries – Central billing and financial administration, treasury services on a global basis. © Broadspire, by Crawford & Company
Our Global Claims system: e-Claims – Crawford’s global web-based Claims system – Used in all countries to manage claims – All English language – Designed for multinational clients – Online access and reporting, 24/7 – Multi-currency Currently: - 400, 000+ claims registered - 300+ multinational client programmes © Broadspire, by Crawford & Company
Grazie! • Questions? © Broadspire, by Crawford & Company
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