10th October 2018

LMA survey of senior claims personnel says top three priorities are brand reputation, automation and straight-through processing

Brand reputation, automation and straight-through processing are the top three priorities of claims leaders in the Lloyd’s market, a survey commissioned by the Lloyd’s Market Association(LMA) reveals.
The research provides a comprehensive picture of the concerns, opinions, and priorities of the market’s most senior claims personnel.
The study revealed the following significant findings:
-By a very great distance, the highest priority for claims heads is their managing agency’s claims brand and reputation. More than 90% selected this as a top-three priority.
-Straight-through processing, particularly regarding delegated authority claims, is respondents’ second-highest priority.
-Automation is seen as an immediate necessity within market-wide modernisation.
Tony Rai, head of London Market Claims at Hiscox and chair of the LMA Claims Committee (LMACC), comments “Canvassing the opinion of three quarters of all heads of claims at Lloyd’s managing agents has clearly highlighted the challenges ahead and the pace of change that is currently being demanded of claims departments. The LMACC undertook this detailed study to gain a clearer understanding of the fast-changing claims landscape, which will enable us to prioritise our efforts to best support the claims community within Lloyd’s.”

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