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Spotlight: Claims - How a bespoke service can ensure a better experience for customers Spotlight: Claims - How a bespoke service can ensure a better experience for customers 04 May 2021 Steve Charnock, chairman of Insurance Solutions Group In taking a ‘listen, solve and deliver’ approach, insurance claims specialists can gain a deep understanding of the client and that means their policy wordings, what in-house resources they have and also, importantly, their philosophy. They can identify existing pressure points, where they seek to improve services and save costs. A third-party administrator may be able to provide an end-to-end service from first notification to settlement or focus on specific areas, such as providing a network of loss adjusters or the repairer network. There is now more emphasis on flexibility. A client may want to start small and see how the service benefits their business. They may want to take a ‘pick and mix’ approach and there may be a need to sc

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