Altus Insurance whitepaper spreads - Flipbook - Page 13
The process view
If delivering a truly di昀昀erent claims service was a
simple task, everyone would have done it by now.
But the reality is that marketing an insurer through
its claims service requires the application of new
thinking and a new approach to what has been a
long-standing problem.
Taking the process view as the starting point for the
high-level model, acknowledging that terminologies
and views around process will di昀昀er across the
industry, we can use this as the reference point for
assessing elements within claims and where have
started to see some real innovation, which we’ll show
you later in the 昀椀nal chapter.
This enables us to capture a systematic view of
the di昀昀erent parties involved in a claim and how
they interact. Figure 5 below provides an outline of
the potential parties involved in a Home or Motor
insurance claim, together with context around their
interactions and interests.
Summary of parties involved in a claim
Customer
Third Party
Customer’s Insurer
Legal Procedure
Third Party
Insurer
Call Centre
Representatives
Policy
Core Claims Platform / BPM
Portals
£ £ £
Claims
Teams
Third Party
Providers
Claims Teams
£ £
Loss
Adjusters
Ful昀椀lment
suppliers
Figure 5: Diagram depicting the parties and interactions during a typical claim
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