Global claims management

Why WTW claims?

Willis, a WTW business, delivers a broad range of claims-related services and solutions across the globe, with our claims professionals engaging as one team, ensuring that when you get one of us, you get all of us.

Our focus is to ensure your claims are managed in the most effective and appropriate way, through direct, fast-track or fully managed operating models, each of which is structured to help maximize the return on risk transfer investment to help protect your business, people and assets.

Any loss introduces uncertainty, but we’re here to provide clarity and a direct path to resolution. Our claims teams, backed by escalation and service level standards, work together to understand, resolve, and mitigate even the most complex insurance claims. Our priority is to manage your claims so you can return to business with minimal disruption and focus on what matters most.

“

We aspire to be recognized by our clients and insurance markets as the leading provider of claims services and solutions, differentiating through our claims outcomes and service standards.”

Neil Harrison | Global Head of Claims

The Willis difference: Claims service excellence

Delivery of excellent claims outcomes and service is not ‘an optional extra’ for Willis clients, it is a fundamental part of our specialist-led engagement model. We pride ourselves on our unwavering commitment to advocating for clients from the initial report of an incident, all the way through to the claim settlement.

And this is how we do it:

1. 01

   Specialty

   We have the right people with specialist knowledge to support you

   Expertise in claims, with industry and technical insurance product knowledge

   Our team combines deep expertise in claims management, specific industry sectors, and insurance products to deliver outstanding support to progress your claim.

   Personal relationships throughout the claims process

   We maintain strategic relationships with insurers, adjusters, law firms and other participants in the claims arena, not just at the technical level but also at the executive level.

   These relationships ensure the needs of Willis clients have a high priority with these business partners, and ensure we are ideally positioned to bring resolution strategies and options to clients.

   Our activity on any specific claim is led by one team member, ensuring a focal point for communication and discussion, fully empowered to bring the full power of Willis Claims to any situation.

   Smart, technical escalation for optimal outcomes

   When escalation is necessary, at any point in the claims process, we act swiftly to advocate for the best possible outcomes. We are committed to meeting client goals regarding advance and interim payments, and to bringing financial focus and options to settlement opportunities. We are not just a claims team – we are a strategic resolution team, able to engage at C-suite level with, and on behalf of, our clients.

   Claims data informs product innovation and policy development

   Leveraging claims data allows us to drive innovation in product development and policy design. Our insights lead to improved policy wordings and a clear understanding of how policies will respond under different scenarios. Our data and insights extend to including assessment on how insurers and other parties perform in the claims arena.

1. 02

   Scale

   Globally connected teams deployed at the right time for maximum client benefit

   • When a loss happens we deploy people on the ground, speaking the language, understanding local culture and insurance practices and knowing the regulatory environment.
   • Our one team approach delivers frictionless cross border, and cross line of coverage, collaboration.
   • Claims scenarios inform successful outcomes - we have done it before - even if not in your geography, so there's a positive outcome derived from claims outcomes worldwide.
   • We know the markets and can negotiate on a local and global basis.

1. 03

   Service

   Embedded escalation protocols and service standards driving claims excellence

   We deliver results by leveraging specialization, scale, talent and technology. All our activities are underpinned by:

   Willis Claims engagement and escalation protocols: The engagement of the right resources for you, at the right time.

   Willis Claims service standards: Clear measurable targets and milestones focused on the moments that matter in the life cycle of any claim.