As economic pressures mount and service expectations grow, insurers are facing a rising tide of complaints that are both complex and resource intensive. For many, the complaints process has become a critical barometer for trust. When expectations aren't met, an organisation's complaints department becomes the frontline for reputation management and client satisfaction.
Engaging an external claims consulting team that works in partnership with your organisation can help businesses navigate the increasingly complex complaints landscape. Not only does effective complaints management protect business' reputation, it also helps businesses focus internal resources on strategic business goals. Ashley Easen, director of Consulting at Gallagher Bassett, explores the three key services to look for in an external claims consultancy team.
Reviewing Your Complaints Handling
What does best-in-class complaints handling look like? Our decades of experience have taught us that handling complaints requires a transparent, accessible, and empathetic process supported by a team of well-trained staff. It involves balancing timely resolutions with fairness and clear communication, protecting the welfare of the workforce, and successfully maintaining regulatory compliance. For many insurers, managing complaints efficiently while continuing to deliver core services can become unsustainable.
For this reason, a clear complaints handling process is crucial for maintaining customer satisfaction and protecting brand integrity. A complaint handling process should designate a point of contact, offer clear guidelines on reporting and escalating, produce clear timescales, and include accessibility considerations that make the process easy to understand for vulnerable customers.
Having an experienced claims consulting team to review existing complaints handling processes can help organisations determine efficacy and identify areas of best practice or improvement alike. Looking for external consultants who can support the implementation of their recommendations or offer training to ensure your team is up to date with best practices will help you identify the right partner.
End-To-End Analysis and Auditing
Another important aspect of complaints handling is prevention. Addressing a potential complaint before it's made is the most effective way to maintain brand integrity and customer satisfaction. In some scenarios, it might also require fewer resources to solve an issue than to manage the numerous customer complaints that arise from it.
An external claims consulting team should offer root-cause analysis and auditing services as part of their complaints handling support. An independent expert gives organisations an impartial overview of key issues, uncovering systemic problems driving dissatisfaction.
Director of Consulting Ashely Easen said, "At Gallagher Bassett, our auditors are selected based on their considerable claims experience coupled with their functional responsibilities. Many of them have worked for both general insurers and supply chains, possessing a holistic view that informs their end-to-end root cause analysis which makes them great at what they do."
Furthermore, being able to benchmark performance with proprietary data gained over decades of experience from multiple engagements provides auditors with the insights required for a successful review. A proper audit shouldn't be a tick-box exercise; instead it should deliver original insights and tools for organisations that drive improvement throughout the customer journey.
Complaints Handling Support
Fluctuations in market conditions, regulatory changes, and unforeseen events can lead to surge periods that are difficult to manage no matter how effective your complaints process and root-cause prevention is. For businesses, knowing their teams are supported with additional resources is a benefit that can't be overstated.
Additional resources can enhance the complaints management process significantly by ensuring that organisations respond promptly, minimising customer frustration and escalation. These resources include:
- Temporary staffing solutions: Having a dedicated team of experts that knows your organisation and can work collaboratively with your team is essential for managing peak periods. As an extension of your own team, the team provides the flexibility to scale operations without compromising on service quality.
- Internal training: Investing in ongoing training for staff not only equips them with the latest knowledge of regulatory requirements but also enhances their soft skills in dealing with distressed customers. Training can lead to improved resolution rates and customer satisfaction.
At Gallagher Bassett, we understand the importance of a customer-focused approach. Our dedicated Claims Consulting team is here to help with a comprehensive complaints management service. Connect with us to find out how we can take the pressure off your internal teams while improving customer outcomes.
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