THE VIEW FROM THE OTHER SIDE OF THE FENCE

Heather Parkinson

What is different from working for insurers?

• Getting the job

• Agreeing terms

• Defining the role

• Building a relationship

Starting the job

• Understand the business

• Effects of the incident

• Overview of business systems and data

• Policy cover

• Identify and win over the right people

• Building a relationship

First meeting with insurer’s loss adjuster

• Initial information request

• Setting the reserve

• Mitigation measures

As the loss progresses

• Admission of liability

• Interim payments

• Provision of information

• Managing expectations

• Managing the client

Presenting the claim

• What do we claim for?

• Trend – how far do we go?

• Where is the line between optimism and fraud?

Settling the loss

• Strategy

• Managing expectations

• Selling the settlement

Lessons I’ve learned

• How to make sure I’m paid!

• Managing people including when I need to bully my client (or anyone else)

• How to make a real difference

Lessons I’ve learned

• This isn’t a game – how hard it is for the Insured

• Information requests

• Response times

• The importance of the right team