How we deliver elevated claims service
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 bring this to life by understanding a client’s business, their strategic, operational and financial goals, their countries of operation, and their industry. We organize our team and delivery model based on client need, starting our engagement from the moment coverage is placed, not merely from the moment a loss is reported.
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.
At Willis Claims, we prioritise efficient, effective resolution, with an approach to service that is focused on the moments that matter for you.
Delivering claims excellence through efficient and effective resolution.
We are a strategic resolution team, able to engage at C-suite level with, and on behalf of our clients.”Neil HarrisonGlobal Head of Claims
The Willis difference: Service, Specialty and Scale
Service
Supporting clients consistently to minimize the impact of claims on their balance sheet
We use technical expertise, specialist industry knowledge, market relationships and data-driven insights to resolve claims and manage claims portfolios. Key to our approach is a global team, operating as one on your behalf, and a commitment to excellence defined by Willis Claims Service Standards. When a complex claim arrives, our Engagement and Escalation Strategy is activated on your behalf.
- Clearly defining a resolution strategy for each claim or portfolio of claims, ensuring clarity of roles, responsibilities and expectations for all involved
- Delivering clear measurable targets and milestones focused on the moments that matter in the lifecycle of your claim – coverage acceptance, agreement on values and the payment process
- Clear collaboration with carriers and service providers with unified commitments as partners in client service
- Deploying the right resources for you, at the right time
- Engaging on your behalf to address any coverage or quantum challenges
- Bringing early focus to settlement negotiations
- Ensuring the direct involvement of claims leaders at insurers, reducing the time involved to reach decision makers
Specialty
Delivering efficient and effective resolution through specialist knowledge
Our team combines deep expertise in claims management, specific industry sectors, and insurance products to deliver outstanding support to progress your claim.
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.
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.
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.
Scale
Consistent delivery across all classes and geographies
- Willis Claims Service Standards and the Engagement and Escalation Strategy apply globally and are directly overseen by our Global Head of Claims.
- Claims insights are shared globally ensuring we use experiences on similar claims to inform the approach we take to bring resolution at speed.
- When a loss happens we deploy people on the ground, speaking the language, understanding local culture, insurance practices and knowing the regulatory environment.
- We know the markets and can negotiate on a local and global basis.
- Where needed, we bring in global expertise to support local teams, ensuring clients have access to the right resources at the right time.
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