Consumers to influence claims function

John Fearn, motor claims product and strategy director, Broadspire by Crawford & Company told IBIS 2016 delegates that consumers will have an increasingly crucial influence over the claims function in the future.

Discussing where the market is currently within the UK, John described the UK motor claims process as ‘a challenging environment with numerous organisations involved.’ Highlighting many of the pitfalls of such a system, John turned his attentions to connected and safer vehicles bringing to the fore the benefits and opportunities enhanced driver connectivity will have for the claims market.

As a third party administrator (TPA), Broadspire acts for insurers and manages general agents, brokers and corporates. Its offering encompasses the entire supply chain from driver, first notification of loss, roadside recovery, bodyshop, engineers and salvage agent. The results, suggested John are, ‘reduced service issues, increased satisfaction and policy renewal’.

The overriding benefit of all of this, explained John is to ‘provide the customer with concierge type service driven by technology’. Along with various claims management process benefits John said, ‘Consumers will also have more control and be empowered in the claims process.’ However, alongside the benefits of connectivity also come the considerations such as who owns the data, how will the current key players react and, crucially, what will be the reaction of consumers.

However, touching on the advent of driverless vehicles, John suggested further changes to come but of which nature is still open to question. However, he issued the warning, ‘it’s definitely coming.’

The IBIS Global Summit 2016 is being held at the Hilton Diagonal Mar, Barcelona on 23-25 May. The event is supported by official partners: 3M, AkzoNobel, Audatex, Belron, EMM, Enterprise Rent-A-Car, Fastcare and Fix Auto World.