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The Road Ahead

March 2010

‘A Day In The Life’

My day typically starts at 6.30 taking the dog out for a quick walk before getting myself and my son ready and heading off to work. I enjoy my drive to Milton Keynes listening to Chris Moyles and his team; I like their light hearted humour.

Sara Brook

Claims Team Manager - MIB

As a claims team manager I am responsible for a team of 16 claims handlers dealing with claims up to a maximum of £250,000. I start my morning reviewing the outstanding claims and allocating work to the members of the team. If a handler is absent for any reason another member of the team will be assigned to cover for them, I am very keen to make sure the customer is not inconvenienced. It’s important to remember that they’ve suffered as a result of an uninsured or untraced party and deserve to be treated with professionalism and understanding. My next task is to review the work from the previous day and to share this information with the team. We set weekly and monthly targets so it’s important that everyone knows how the team is performing.

We recently made some major changes to the way we handle claims to improve our customer service and my team were selected to pilot this new way of working. The new system allows the handlers to diary next actions and set reminders. It gives visibility of all actions that are made on a claim, such as telephone call-backs, and sets this as a diary. Referrals between colleagues on matters such as a technical issue they can’t deal with themselves, to perhaps a fraud referral, are visible to everyone which makes things much easier.

As a manager it gives me full visibility of the entire portfolio of claims so that, should the person handling the claim be unavailable, customer service is not affected. This new system allows us to set deadline diaries for Identification, Liability and Quantum which will further drive down lifecycles and also support the changes to claims handling that the Ministry of Justice reforms are bringing in from April 2010. All the claims teams at MIB are now using this new system which improves our proactive approach and effectively manages next actions on a claim. This has resulted in a reduction in complaints, an increase in settlements and a shorter lifecycle.

I often have one-to-one or group coaching sessions with members of my team to help them with their personal and professional development. I think this is a very important part of running a successful team and is one of the most rewarding parts of my job. Seeing people develop and knowing you have helped them is a key part of a manager’s role and ultimately benefits both the customer and the company.

As a claims manager I think it’s important to be involved in all areas of MIB’s business so I can keep my team informed of the bigger picture. I am very proud to be part of an organisation with such clear direction and drive.

Sara's stats

School Weavers school, Wellingborough, Northamptonshire

First job Working in a Wimpy as a waitress

Music choices Beyonce, Alicia Keys and a varied mix of 90s music

Favourite gadget My Blackberry

Favourite TV programme Lost (and lost I am well and truly). Ashamed to confess I am a Big Brother fan and love a bit of reality TV

Family I have a 6-year-old son and live with my partner Mark

I have a dog, cat, and pet lizard called Michael Jackson

Most embarrassing confession It took 7 attempts to pass my driving test and I was working in claims at the time for Norwich Union

If you would like to reproduce all or part of the contents of this publication, are interested in interviewing any of the contributors, or submitting an article yourself, please contact Amanda Symons on 01908 832157 or by email at asymons@mib.org.uk

For further information, please contact - Motor Insurers’ Bureau, Linford Wood House, 6-12 Capital Drive, Milton Keynes MK14 6XT. Tel: 01908 830001 Email: enquiries@mib.org.uk www.mib.org.uk


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