Complex Claims 2021 Survey

Welcome

It has been another year of volatility and uncertainty for many of your businesses and we want to know how your insurance has responded in times of need. It is often said that claims is the "shop window" by which the industry is judged, so tell us, how are you judging its performance when the worst happens? Have you had to navigate complex loss scenario in 2021 and what was your experience of the claims process? How has the tripartite relationship supported you (or not) and has the shift to new, more digital ways of working improved or hindered the process?

Please have your say in this quick five-minute poll. The results will be anonymised and shared in a special report in the Q4 edition of StrategicRISK. Thank you in advance for you time and insights

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* 1. Profile

First name

Last name

Email address

Job title

Company

Country

How we use your data
We will use your data to share the anonymised results of the survey with you. We will also add your details to our customer management database. Any responses you give in the survey will be anonymised and will not be associated with you as an individual. For more information about how we use your data please read our privacy policy.

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* 2. When it comes to dealing with large and complex claims, which of the following are the most likely challenges you face (pick up to three and rank in order of importance):

Access to relevant documentation

Breakdowns in communication

Issues within the adjustment process

Issues within the restoration process

Delays to claims settlement

Lack of clarity over coverage

Disputes over coverage

Claims repudiation

Uninsurance or underinsurance

Other

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* 3. If you selected 'other', please state

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* 4. Which of the following has most potential to improve the claims experience when it comes to large and complex claims (pick up to three and rank in order of importance):

Claims automation/back-office digitisation

Technology within the adjustment process e.g., satellite/drone imagery

Portfolio stress testing and scenario analysis prior to a loss occurring

Choice of insurance and broker partners

Regular touchpoints within the tripartite relationship

Access to dedicated loss adjusters, forensic and other experts

Contract certainty within international programmes

Alternative risk transfer and self-insurance arrangements

Upfront payments and support with contingency plans

Other

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* 5. If you selected 'other', please state

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* 6. Have you had to deal with any major/complex claims on behalf of your organisation over the past 12 months?

Yes

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* 7. If yes, how satisfied were you with the outcome? (Choose one)

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

Complex Claims 2021 Survey

Welcome

Question Title

* 1. Profile

Question Title

* 2. When it comes to dealing with large and complex claims, which of the following are the most likely challenges you face (pick up to three and rank in order of importance):

Question Title

* 3. If you selected 'other', please state

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* 4. Which of the following has most potential to improve the claims experience when it comes to large and complex claims (pick up to three and rank in order of importance):

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* 5. If you selected 'other', please state

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* 6. Have you had to deal with any major/complex claims on behalf of your organisation over the past 12 months?

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* 7. If yes, how satisfied were you with the outcome? (Choose one)

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* 8. If you have had a negative claims experience in the past, has it affected your choice of insurance partner at renewal? Yes/No (please comment)

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* 9. What additional steps has your organisation taken to prepare for major and complex claims over the past 12-18 months? (please comment)