Handing over the reins

Claims handling has often taken a back seat compared to other aspects of insurance, but as Gareth Carpenter discovers, efficiently outsourced claims handling can be a godsend

Most brokers would stress that their core competencies are managing client relationships and placing insurance, but there is a growing acceptance that claims handling is playing an increasingly pivotal role. After all, brokers rely on client relationships. It is not until a client makes a claim that they see how their policy functions, and the way it is handled could mean the difference between a happy customer or a disgruntled one.

But besides holding the customer's hand throughout the claims