Global Claims Management Best Practice Whats Next

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Global Claims ManagementBest Practice Whats
Next?

• AILA Conference 2008

Stephen Brooks Head of Claims Zurich Financial
Services Australia Hamilton Island
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Claims Management

• Its no longer a case of the Claims Manager
  being the person with the most
• - Claims experience
• - Best technical skill
• - Highest claims settlement
  authority
• - Longest years of service
• Employers and market pressures have increased
  the demand for higher service expectations,
  greater leadership focus, greater business acumen
  with increased compliance and regulatory demands
  to name a few.....

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PeopleBuilding Career Pathways

• Baby boomers insurance professionals retiring
• War for talent
• Ageing workforce
• Skills shortages
• Gen Y

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PeopleBuilding Career Pathways

• Retain the talented people we have
• Attracting people with the skills we need (where
  possible)
• Educating new and existing employees in our
  goals and values through effective induction and
  ongoing training (this is where you help)
• Participation in business cadetships
• Appropriately recognising, rewarding, and
  remunerating our people

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People Claims ManagementRecruitment Selection

• Ability (cognitive abilities, and emotional
  intelligence)
• Motivation (personality traits)
• Technical competence (acquired knowledge and
  experience,
• or most importantly the ability to acquire
  the technical competence within an acceptable
  time frame)
• Persistence (personality characteristics)
• Demonstrated capabilities and
• Values that fit with our desired culture.

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People Claims Management

• Engagement is the key align values,
  flexibility, opportunity
• Succession planning
• Create career pathways
• International placement
• Talent management

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Recognition Reward

• Supportive pay benefit structures
• Continual building of career paths
• Transparency around recognition reward
• Retention of specialists in the claims field.
• Wake up call the time is now

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In Summary

• Brain drain is happening now
• Battle for talent in our industries is taking its
  toll. Worsening skills shortage in fin services,
  especially technical skills.
• Industry, industry bodies and government must get
  active
• A world of possibilities

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Summary

• Continual lobbying of the Government to do more
  to portray the industry in a positive light
• Industry needs to pool resources and has
  responsibility to promote the industry, many good
  messages to promote.
• Dispel the myth of our industry as the poor
  cousins to banking.
• Investing in talent is a strategic investment.

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UK Claims.

• "I bumped into a stationary tree coming in the
  other direction
• "I bumped into a lamppost obscured by human
  beings
• "Coming home I drove into the wrong house and
  collided with a tree I haven't got."
• "The accident was caused by me waving to the man
  I hit last week."

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Aussie Claims

• "The pedestrian had no idea which direction to
  run, so i run over him."
• "The bloke was all over the road, i had to swerve
  a number of times before i hit him."
• "I had been driving for 40 years when i fell
  asleep at the wheel"
• "I started to slow down but the traffic was more
  stationary than I thought."
• "I pulled into a lay-by with smoke coming from
  under the bonnet. I realised the car was on fire
  so took my dog and smothered it with a blanket."
• "I saw a slow moving, sad faced old gentleman as
  he bounced off the roof of my car."
• Thank You

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• Thank You