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Claims Expertise
Specialty places great emphasis on the servicing of claims, we offer:
- an established team with a wealth of claims management expertise worldwide
- an efficient, equitable claims-handling service, combined with prompt payment
- a predominantly lead account, ensuring direct and immediate control of claims
- all claims managed in close liaison with the Underwriting Team utilising a common IT database
- close management of the appointment and performance of service providers
- a consistently conservative but realistic reserving philosophy, applied over time across the whole account
Customer Service
The team is focused on delivering outstanding levels of service to customers across all line of business. The team is structured in alignment with the underwriting teams to ensure an integrated approach to customer service.
This embedded customer service ethic is supported by innovation and transparency in claims handling as well as solutions individually tailored to the needs of customers including:
- Dedicated contact points and teams
- Service standards
- Customer Protocols
- Processes
- Management information
Operational Strength
The QBE claims operation - comprising over 300 employees - is one of the largest of its kind. It provides the operational capability to support the needs of customers and brokers:
- Over 100,000 new claims handled each year
- Over 1,000,000 incoming items managed each year
- Strategically located offices: five within the UK as well as offices in Dublin, Paris, Düsseldorf and Madrid
- A UK field force for claims investigation providing full national coverage and local expertise and service
- Technology solutions to drive value-adding comprehensive and flexible management information
- An in-house rehabilitation team and injury management - all members medically qualified
- Professionally and rigorously managed supplier panels and networks
Technical Excellence
The claims team has a reputation for excellence within the industry and is recognised for its technical expertise across all casualty, property and motor classes. An unusually high percentage of QBE’s claims team hold relevant professional qualifications in relevant areas including:
- The law
- Insurance
- Medicine
- Engineering
- Health & safety.
A dedicated Strategic Claims Team provides the professional resource to ensure that QBE is at the forefront of technical best practice.
QBE is frequently a contributor to the analysis of and research on technical claims issues and an active advisory role is played with leading industry stakeholders including the DWP, ABI, FSA and associated government bodies.
These technical strengths are combined with a pragmatic claims handling philosophy. This recognises that proactive and flexible claims management, using, where appropriate, alternative dispute resolution mechanism, can lead to improved claims outcomes.
This pool of skills and knowledge is a resource available to customers to support their claims and risk management needs.
As renowned experts in personal injury, QBE Insurance's Claims Team also play an active advisory role with leading industry stakeholders in this arena including the DWP, ABI, FSA and associated government bodies.
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