Background
Responding to a government white paper on the handling of low value personal injury insurance claims, we supported our clients’ objectives to develop a process that removed unnecessary litigation and claims handling costs and reduced settlement times whilst ensuring compliance with legislation and medical best practice.
What we did
Taking a holistic approach to ensure all parties involved in the claims process were consulted, we facilitated inter-company workshops with partners, directors and senior subject matter experts from across the Legal, Insurance and Health sectors to analyse and evaluate the current processes and approach.
With reference to government, legal and health literature, we challenged the necessity, sequencing and timing of each step in the process to ensure that they added value and did not unnecessarily hold up the claim. Using negotiation skills we resolved opposing and conflicting perspectives, and obtained consensus to a new single end-to-end process across all parties that complied with MoJ regulations and provided the injured party with access to early and appropriate medical intervention.
We supported a trouble free launch of the new claims process within solicitors, insurer claims teams, health providers (triage, CBT experts and physiotherapists), and a centralised customer call centre, by providing training and post-implementation support.
The Result
For those claims processed through the scheme, compensation periods for personal injury claims were reduced from an average of 2 years down to 3 months. At the heart of its success was the change from an adversarial position to a collaborative approach that focussed on the needs of the injured party.