Introducing the Motor Expert Claims Team

02/01/2021

At Zurich, customers are always at the heart of what we do. Here we look a little more into the different teams that make up our claims function, how they differ and how their focus is on helping you by delivering Zurich's claims commitment - our promise to make your claims experience personal, clear, collaborative and effortless.

The Motor Expert Claims Team takes in complex claim referrals from the Express team and handles specific groups of claims. These include third party damage and injury motor claims for large global corporate customers, all claims that have a foreign element are handled by the European Claims team as well as dealing with policies for large multi-national companies.

How the Motor Expert Claims Team make a difference

The team is externally focussed and supports colleagues in various functions of the business. Day to day, the team receives referrals to assist with complex claims and undertakes training with various teams. We'll even support other teams if call volumes are high. Our customers always come first.

Within the European Claims Team processes have been reviewed and simplified to ensure that customers are assisted at the roadside and taken to a safe place, and that their vehicle is returned home so they can have their repairs or total loss carried out in the UK. The team make recoveries when necessary and handle any incoming liability claims. Offering this confidence and assistance can help reassure customers that although they may be far from home, Zurich is still by their side.

Making it collaborative

With every single claim the customer is always at the heart of what we do. The team work with many other claims teams to achieve the right result for our customer. Whether it’s looking to make savings for the customer, negotiate settlements or working with the Investigation team to identify potential fraud. The team has an enormous wealth of experience in different areas of expertise and works together to share their knowledge.

Making it effortless

Doing the right thing is putting our customers first, being empowered to make the right decision and to challenge. Third party claims are investigated and handled thoroughly and efficiently, to achieve the right outcome. This means the team needs to be proactive and passionate about our work and customers. Our team is encouraged to use our initiative to problem solve and to speak out if we feel something doesn’t work or isn’t right. This has created an incredibly positive environment where processes can be changed when it’s the right thing to do.

Making it personal

The team is focused on third party claims arising from motor accidents, the most common claims are for third party damage, hire and injury. There are internal processes and guidelines for responding to most claims, and some have externally set timelines and rules for how they’re handled, such as personal injury claims. Our handlers are trained to ensure claims are managed correctly but empowered to make the right decision for our customers. Where it’s appropriate to do so, we will think outside the box and judge the best steps for the claim on an individual basis.

Making it clear

The Motor Expert Claims Team drives change and improvements through pilots which trial new tools and technology. We are constantly looking at new ways of doing things to ensure our handlers have everything they need to make the claims journey as efficient and straight forward as possible. This helps to make savings for our customers, who are at the heart of everything we do!

Meet Motor Expert Claims Handler, Cassie Clarkson

Hear from Cassie on how the Motor Expert Claims Team work together to provide the best service possible for our customers and how we live up to our claims commitments.