LARK sought an outsourced provider of an end-to-end Claims Management solution to manage approximately 2,300 claims per annum on behalf of policyholders. They sought a partner who could set them apart from the competition, demonstrating the professionalism, experience and customer-focus to support LARK’s stringent targets for client satisfaction, growth and retention.
FMG was the outsourced provider of choice. Despite operating in a mature industry, FMG is committed to finding innovative ways to enable Motor Insurers and Insurance Brokers like LARK to differentiate their customer offering. FMG worked closely with LARK to design and build a truly bespoke Claims Management service to reduce and mitigate LARK’s policyholders’ total cost of claims. The end-to-end service includes First Notification of Loss (FNOL), Repair Management, Third Party Capture and Uninsured Loss Recovery (ULR).
Enhancing the Claims Service with Bespoke Technology
Having already streamlined every step of the Claims Management process, FMG’s Claims Management system, Ingenium, was tailored to suit LARK’s individual policyholders’ requirements. It recognises key features such as insurance policy cover and excess level details and prompts bespoke questions which help accurately triage FNOL and trigger workflows accordingly. This improves speed and accuracy at every juncture.
A Dedicated Centre of Excellence
The Claims Management service is managed by a dedicated LARK Claims Centre of Excellence within FMG, which provides business development support for LARK’s client growth and operates with case ownership to support client satisfaction and retention. In essence, this FMG team operates as an extension of the LARK brand.
Providing a Wealth of Insightful Data
To ensure an outstanding customer journey for LARK and their policyholders, FMG created a unique web-based portal, providing 24/7/365 access to all of their claims information. The portal provides LARK with full management, transparency and control of the entire outsourced solution. The portal is bespoke at client-level, providing the precise information required by policyholders.
The wealth of data instantly available is truly unique in the insurance sector, providing LARK with access to far more information than ever before. For the first time, LARK can view data on every single aspect of their claims throughout the claims life cycle, including case notes, bodyshop vehicle images, invoices, Third Party Intervention progress and ULR notes. The ability to view claim validation and reserves at any time greatly enhances the policy renewal process. Post-claim, the portal provides access to a full suite of reports.
FMG’s Claims Management solution has reduced delays within the claims life cycle, mitigated and reduced claims costs and revolutionised the entire customer journey by providing more information than LARK and their policyholders have ever had before. Yet LARK still retains the direct client interaction whilst removing the day-to-day churn of managing fleet motor claims.
The view of claim status has enabled FMG to proactively quantify and speed up recoveries of uninsured losses.
Vehicle repairs managed through the FMG approved network are completed 9 days quicker than those repaired outside of the network, delivering an estimated £225 saving per repair in customers’ hire costs.