In 2003 If recognised the importance of servicing its client’s claims requirements and took the decision to form a dedicated International Claims Team. As our clients continue to expand globally, the team looks after all of our international claims through our own offices, Fronting Partners and external loss adjusters and lawyers.
International Claims Team
The “International Claims Team” (ICT) consists of experienced claims handlers who have both the technical knowledge of handling international claims and with language skills. They can also call upon the full resources of If’s 750 claims people should they be required.
Over the years the team’s skills have assisted clients with their claims wherever in the world they have occurred. For a client a claim is often the moment of truth, the time when they need the most help from their insurer. It is therefore vital that claims are handled in a pro-active way and that the minimum of disruption occurs to our clients businesses.
Open communication and a willingness to find solutions are what we think make us different from some of our competitors. Being a company only focused on Nordic companies means we know our clients well through a long history of working together. Open dialogue and communication is important and can help solve issues and problems early.
Preparing in advance
It is our view that the claims process does not start with the actual claim. Pre loss planning especially with client’s who have locations around the world is vital in securing the process before a loss actually happens. When a new client comes to If they will be given a dedicated “Programme Head” who is responsible for their claims globally. In addition we will design a reporting system so that the client gets help at the earliest opportunity. This “Claims Framework” is a great benefit to client, brokers and to ourselves as everyone knows who to contact in the event of a claim.
Fronting Partners
Where If does not have its own offices we use fronting partners to look after our business. The team has regular contact with fronting insurer and we undertake regular visits to the key ones around the world. By explaining to them how we would like the claims to be handled, we ensure that they can deliver the service our clients need on a local basis. We encourage them to have open dialogue with our clients along with advising us of issues on coverage should there be a problem.
Carefully Chosen “Preferred Partners”
We recognise that each customer’s needs are unique and selecting the correct external loss adjuster or lawyer is part of the service we offer clients through our Preferred Partner network. This network has been painstakingly assembled and comprises not only large companies but also small ones who are able to offer niche services. They are selected by means of assessing their knowledge of the local market, service capability, and also deep technical knowledge to assist a client in a particular industry.
Our detailed knowledge of our Nordic clients and their requirements and preferences combined with good cooperation with local partners securing excellent claims handling according to local practice, gives If what one of our main Global Preferred Partners called “Global claims handling with a Nordic touch”.
