Live-streamed from Australia, North America, the United Kingdom and New Zealand, Opportunities and Outcomes 2021 was a three-part webinar series for insurance carriers to discuss important industry topics and find the opportunities to outpace your competition, enhance your brand and improve your financial outcomes to prepare for the year ahead.

Gallagher Bassett (GB) International’s Executive Vice President, Jon Winsbury, shared insights on surge event response methods, and how you can ensure exceptional customer service to better position yourself for success through storm season and in the year ahead.

Jon had spearheaded GB’s claims response to every major catastrophic event in the Southern Hemisphere for over ten years.

Through cyber events, natural disasters and the global pandemic, claims surge events are becoming increasingly frequent with Jon providing key insights into how insurance carriers can learn from each of these events to prepare themselves for a better tomorrow.

“COVID-19 doesn’t care about natural disasters. It’s never ending, and it never stops.”

“If your house is damaged in a storm, people expect an Amazon-style response. The speed of a response is directly related to customer expectations.”

Sharing his learnings on how insurers can respond effectively to surge events, Jon remarked:

“No two catastrophes or disasters are the same. This is what our industry does year in and year out: live, breath and respond to crises.”

“It’s important that people have empathy and can manage expectations in the first phone call. The earlier you can get to a claim, the earlier you can assess the claim and the earlier you can settle.”

To ensure insurance carriers deliver exceptional service to the customer that wins their trust, Jon shared his insights into how insurers can get the most out of their leadership team during their surge response:

“Remember that you are controlling the catastrophic events, they aren’t controlling you. It is a critical step to battle test leaders in a surge response, they absolutely must have experience in dealing with catastrophes.”

“The vital part is the rhythm of the surge response – the decision-making is fast, the response is fast, the recruiting is fast.”

If you missed the webinar or would like to re-watch, follow this link to access the live recording or download the webinar illustration.

As the premier provider of risk and claims management services for insurance carriers, GB partners with you as an extension of your team to deliver high quality, cost-effective and innovative claims management solutions for all lines of business. Find out more on how GB can help you and your business here.

This publication is not intended to offer legal advice or client-specific risk management advice. General descriptions contained herein do not include complete definitions, terms, and/or conditions, and should not be relied on for claims management interpretation. Actual claims and risk management policies must always be consulted for full coverage details and analysis.