The insurance industry thrives on innovation and outstanding leadership, and Barbara Rizzi exemplifies both. Recently recognized as a 5-Star claims provider for 2024, Arch Insurance has set a new standard for claims excellence under Rizzi’s guidance as chief claims officer. Combining a deep understanding of claims management with a client-first approach, Rizzi has spearheaded initiatives centered on expertise, relationships, speed, customer orientation, and communication.
“We’re incredibly proud of this recognition,” Rizzi said. “Our claims service is grounded in these five pillars, ensuring that every client and broker benefits from consistency, efficiency, and genuine support.”
Arch’s approach began with a dedicated team of claims professionals who brought extensive industry knowledge to every case. Empowered to make informed decisions, the team has delivered swift and effective service. “We don’t just process claims; we solve problems and deliver solutions that are tailored to each client’s unique circumstances,” Rizzi explained.
Building strong relationships with brokers and clients also sets Arch apart. “This is a partnership, not just a transaction,” Rizzi noted. “We focus on understanding the needs of our brokers and clients, and we work together to find the best outcomes.”
Innovation and speed have played a crucial role in Arch’s success. The company’s revamped claims process has reduced property claim processing times from 170 days to just 36 days for low-value claims. Additionally, 99% of new claims were set up within four hours, with payments issued within a day of settlement agreements.
A standout example of Arch’s services was its handling of a devastating pub fire in 2022. “We acted quickly and provided unwavering support to ensure business continuity,” Rizzi shared. “The pub reopened within a year, with enhanced facilities and record-breaking bookings - a true testament to our commitment to client success.”
Looking towards 2025, Arch is focusing on advancing its claims processes. “We are excited about implementing AI-based claims automation and new broker reporting tools to stay ahead of market demands,” Rizzi said. “Our goal is to continuously improve and raise the bar for claims excellence.”
To learn more about Barbara Rizzi and Arch Insurance’s award-winning approach, click here to watch the full interview.
