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Insurance Business | 17 Feb 2014, 10:41 AM Agree 0
A loss adjuster has spoken out about being dropped from a major insurer’s panel but has vowed to plough on with its transformation plan.
  • Jak | 17 Feb 2014, 11:19 AM Agree 0
    ..this announcement looks more like a script from 'Yes Minister'...!

    "...Our goal is to take the best parts of the traditional loss adjusting process and couple it with independent building and procurement capabilities, and leading collaborative technology...The aim is simple – reduce indemnity spend and time frames whilst increasing customer satisfaction and engagement...".
    In this case the customer - QBE - has made a simple choice, and its satisfaction is now no doubt laser-sharp, focused, and complete !
  • Brooke (Broker) | 18 Feb 2014, 10:27 AM Agree 0
    The KODAK of the adjusting world........

    Its interesting to hear the rhetoric and motherhood statements thrown around regarding transformation and change management. New people, new direction, new ideas..........but in truth the same fundamental back end management team that didn't manage change when change was needed, even despite the obvious.

    Cerno has had the same time as other claim professionals in the industry to evolve, transform and demonstrate news ways of delivering value to clients and customers.

    Indemnity spend, cycle time reduction and increased customer satisfaction have been well articulated and voiced as the 3 key industry objectives for improvement over the past 5 yrs.

    Why then has it taken till 2013 for Cerno to recognise it need to undertake a transformation program and align to these changes.

    Cerno can compare itself to Blackberry, Nokia, Boarders Books and more appropriately companies who where dominant in sectors, saw the obvious change coming but failed to act until it was too late!

    As for broker losing choice because a 'Giant' adjustor was removed from QBE panel, I don't agree. From my personal experience as broker when they is minimal customer focus, constant issues with quality & consistency of communication, I would think that the broader broker community and specifically us will appreciate and applauded QBE's position to improve the claims fulfilment process.

  • Lisa | 25 Feb 2014, 02:05 PM Agree 0
    Brooke, 'ouch'
    What a well directed statement, absolutely nailed it.
    There is no loss of competition when insurers place adjusters on the same fee schedule and there should not be an impact due to less choice if adjusters apply the policy wording.
    Adjusters have been asked for years to prove their value but they have ridden on the back of big insurers not changing their ways as well as tired rhetoric.
    Darwin summed it up - evolve or die.
    The fat lady is in the Cerno green room ready for her performance
  • John | 13 Aug 2014, 02:33 PM Agree 0
    What a joke on QBE
    All that happened was the adjusters working for Cerno now work for the competition.
    Just a shuffling of the paper and profits into the hands of those in favour for the time being.
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