New Hiscox claims trading floor set to further improve service
Hiscox’s new London Market Claims trading floor, located in its London office, opened for business in April, as part of Hiscox London Market’s strategy to deliver a more welcoming and efficient environment to transact business for visiting brokers.
The redesign of the office responds to an increasing demand from Hiscox’s partner brokers for a space to sit down with its claims team, despite the expectation by many that the growing use of technology in the insurance process would reduce the need for personal meetings. As Ben Bolton, Managing Director of Gracechurch Consulting explains: “We’ve seen so much change in the market with the introduction of new technology, process and drive for greater efficiency. But if anything, the more technology plays a part, the more important the face to-face trading between insurer and broker becomes, particularly for the more complex risks. And there appears to be a real move towards insurers doing more business in their own offices rather than just on the Lloyd’s floor.”
In such a competitive market environment, redesigning the physical office space to create an efficient broking and claims process is becoming ever more important
Brilliant basics
In such a competitive market environment, redesigning the physical office space to create an efficient broking and claims process is becoming ever more important, adds Bolton: “Increasingly brokers are looking for the ‘brilliant basics’ from their insurer partners. They don’t want to queue - they want quick access to underwriters. Also, as an insurer’s claims service becomes increasingly ‘front of shop’, what is visible and tangible to visiting brokers becomes more important. Insurers will be judged on the broker experience.”
The refit of Hiscox’s London office is part of a wider programme to improve its service to brokers, says Andrew Sellers, Group Claims Service Delivery Manager at Hiscox. “We are grateful for all of the feedback we receive from brokers and the Gracechurch Report. It is important, and we have been listening carefully. Brokers are our core customers in claims, and the successful refurbishment is just one piece of a larger service improvement we are currently reviewing. We are intent on improving every thing we do.”
A brand that intrigues
The refurbished floor is not only designed to deliver an improved broker service but also reflect Hiscox’s unique brand and heritage, an appeal that the business hopes will add to the attraction of doing business with Hiscox. “Hiscox is a brand that intrigues people,” adds Gracechurch’s Bolton, “so it’s good for them to set up their stall and open up their business in this way.”
For more information, contact:
Andrew Sellers
Group Claims Service Delivery Manager
[email protected]
+44 (0) 20 7448 6233
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