NIBA / Special Feature
good at making it easy for our clients,” says Laundy. "If you use professional indemnity insurance as an example, you have to complete a proposal form each year – and some clients might have to fill out five or six forms during the renewal process. So they're filling out their name and their address and their contact number, five or six different times on five or six different forms. "What century are we living in when we are asking the client to spend time printing out forms and writing their name half a dozen times because some forms can’t be completed digitally?" Richards says the need for brokers to help improve that experience is non-negotiable. “It’s important to put yourself in the client’s shoes – how can you make renewals easier for them. How can you make the relationship more valuable for them?
of setting a new standard in claims excellence in the intermediated market,” says Tim Rafton, Executive General Manager at IAG. “We needed to be faster, more nimble, and we wanted to meet customers where they needed to be met – not where we wanted to.” That desire led to the creation of CASI – an acronym that stands for ‘Claims Assistant Supporting Intermediated’. CASI is an AI-powered platform that has been given the knowledge from all product disclosure statements as well as endorsements the company might have with a broker. Those documents have been supplemented with sector-specific language and other knowledge, creating a platform that can significantly enhance the claims process. “It means a claims consultant can firstly find the right information in seconds rather than minutes, and then ask CASI about what’s covered, what’s not, and specific
Everyone’s different. Some people might want an editable form, some might want to go through it on a video call. Others a phone call.” Laundy agrees, and says that having the understanding of each client, and then being adaptable in terms of how you work, is central to delivering a client-centric experience. “You need to have the ability to tailor the way you interact with your client depending on what they prefer.” Transforming Processes to Enhance the Sector It’s not just brokers who are increasingly focusing on the needs of the customer and putting clients firmly in the centre of everything they do. Insurers are too. “Over the past few years we’ve been taking a good look at our business in terms of how we’re striving towards our ambition
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