On the record

Nowhere is the notion of treating customers fairly more significant than in claims, says Peter McLoughlin, head of household claims

Since Bronek Masojada’s speech to brokers in the summer of 2005, when he drew attention to a new industry focus on treating customers fairly, the term has become widespread and is now understood by most, if not all, working in the insurance sector.

In my view, this spotlight on fair treatment is long overdue and welcomed by insurers and brokers alike. Claims has had a rough ride in the past, resulting in our industry being much maligned, but I sense the tide is now changing. While there’s still a lot of negativity in the press surrounding insurance (think Boscastle and Carlisle) the fact that the finalists in the most recent British Insurance Awards all had customer service at their core demonstrates a shift in attitude where it counts most.

Empathy, equity and efficiency (Hiscox’s definition of treating customers fairly) has always been the cornerstone of our claims offering. And we’re confident that combining this with honesty, clarity and careful expectation management – the factors we consider fundamental to a great claims service – helps distinguish Hiscox from others. Our customers echo this sentiment too: in responses to questionnaires issued at settlement of a claim*, 97 per cent of clients told us they are completely satisfied with all aspects of our service.

This is gratifying feedback, but doesn’t change our belief that there is room for continual improvement. Treating customers fairly is essential – treating customers exceptionally is what we aspire to. As experts who see the service provided not only by us, but by the competition too, you are in the best position to make sure your customers get the exceptional treatment they deserve from Hiscox – all you have to do is give us feedback.

*Hiscox Research (September 2005-February 2006)

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