H-ello from Claims

I am excited to introduce the first edition of H-ello Claims, a bi-annual publication which details Hollard’s response to the client service and claims cost containment outcomes.

The period post Covid-19 was tough. Weather-related events, fires, persistent load shedding and high inflation resulted in a rise in both the severity and frequency of claims.

Consequently, we have introduced Power 4 to manage claim costs in the non-motor segment of our business. This will aid our clients and brokers in keeping premiums at acceptable and competitive levels.

There are various aspects that insurers can work on to improve the service they offer to clients. That said, 60% of the customer satisfaction component consists of goodwill and trust, and market belief is that insurers can do little to influence this number. Moments of Truth is Hollard’s way of assisting you, our broker, to work on your claims management processes, as this is the decisive moment for clients. In this regard, we are building workflow rules for the different classes of business, such as geyser, plumbing, building claims and WhatsApp Concierge. If you missed the recent Claims Webinar, click here to watch it.

In this edition we also focus on Supplier Management. We have introduced an enhanced Management Information Dashboard, which measures procurement spend, highlights the value and percentage of spend with preferred suppliers and inactive suppliers. Claims cost containment speaks directly to the usage of Hollard’s preferred suppliers.

Claims legal systems and processes are being evaluated. This edition will provide an overview of the updates on systems, designate team responsibilities, and cover details of upcoming Webinars.

Lastly, we will brief you on an enhanced proof of concept for the large and complex fire claims where there is a potential recovery from a Third Party in place. The claims leakage on non-recoverable matters stems from various factors. This edition will provide an overview of the point of concern. Your support is essential in achieving a more favourable outcome for a successful recovery.

I trust that you will find value in this inaugural edition. If there are topics or themes you would like to see covered in future editions, please write to us at helloclaims@hollard.co.za


Regards
Arie.