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WHEN TO
HOLD
& WHEN TO
FOLD
Claims are the shop window of insurance. It’s an old adage but so very true. Our performance as insurers is ultimately judged on the way in
which we respond to claims, both in terms of speed and the outcome.
At Sportscover we pride ourselves on our claims service. Since I became CEO at Sportscover in 2011 I have placed a great deal of emphasis
on upping our game in claims which has meant significant additional resource to improve our claims performance and the feedback that
we are now receiving is extremely good. In fact our service rating has steadily risen from 3.3 out of 5 at the start of 2013 to 4.2 out of 5 mid
way through 2015 based on surveys we conduct every month with all our claimants, a tangible sign that our effort and attention to quality
service is being recognised and acknowledged.
However, we certainly cannot and will not rest on our laurels; we will continue to make improvements wherever necessary. It is a real boost
and source of pride to me and the claims team to see the response of clients who are happy with the way that their claims have been
handled.
Earlier this year we received a claim from a Hockey Association which had suffered serious storm and water damage to part of the synthet-
ic playing surface. Although the damage wasn’t reported until almost three months after the incident, as soon as we received it the next
day we sent out our assessor who authorised repairs immediately. The client was very happy and commented that we had ‘changed their
opinion of insurers’.
Sports clubs and associations
need an insurer who
understands sport and the
risks that they face. Naturally,
it is also important that the
insurer will respond quickly to
any claims. But that doesn’t
necessarily mean paying all
claims as sometimes it’s in
the interest of the club or
association for the insurer to
reject and fight claims.
Recently
David Lamb
the
CEO of Sportscover Australia
was quoted in an insurance
journal as saying that the
insurance industry sometimes
needs to “grow a backbone,”
when it comes to the claims
space. Here David explains
more about when it is right to
hold and when to fold.
DAVID LAMB
CEO SPORTSCOVER AUSTRALIA
TOUCHLINE
ISSUE 21 | AUGUST 2015 |
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