Claims Strategy
Amlin’s claims operation holds a leading position in the Lloyd’s and London market. This was reflected in the results of the biennial Gracechurch London Market Studies, which showed that Amlin consistently outperforms the market average of claims service quality. In 2004 the survey noted particularly our speedy policy issuance, paying claims efficiently and our position as an agency trusted by clients. In 2006, the quality of our third party claims specialists was noted.
During 2006, we were an early adopter of Electronic Claims File (ECF) technology, linking it with our bespoke claims workflow system implemented in 2005. By moving from paper-based to electronic processing, the total time taken from initial advice to final settlement can be reduced and brokers will be able to remove costs. It is also much easier to share information with following underwriters where Amlin is the lead underwriter on the risk.
Our 2007 objective was to handle 75% of new claims electronically within a targetted range of business classes and we achieved 94%. Our target for 2008 is to accept this business 100% electronically and, while this technology is gaining traction in the market, Amlin remains ahead of its peers in this regard.