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TRANSCRIPT
Global Claims Landscape
Jennifer Peck Aon Risk Solutions Global Claims, Director
About Aon
66K $12B
500 120
• Risk • Reinsurance • Human Resources
Aon Risk Solutions Global Claims
Carrier Differentiation
Governance & Escalation Insights
Target Operating
Models
• Aligned claims with Aon’s broking strategy to ensure best possible service and value for our clients
• Client carrier selection decision extends beyond pricing and terms
• Carrier claims relationship management
• Aon Global Claims Insight Center
• Client service excellence and innovation
Client Priorities
Journey
Outcome
Technical • Coverage interpretation • Adjuster experience / knowledge • Mitigation strategies
Commercial • Broader client relationship • Past claims experiences • Renewal cycle
Elements of the Claims Process
Reporting / Response Administration Advocacy Mitigation
Global Claims Performance Perception
US Claims Performance Perception
Claims Performance Perception by Element
Claims Performance Perception by Element
Claims Differentiation
Claims Differentiation
• Client surveys – Post claim closing
• Claims commitments – Manage expectations
• Articulation and delivery of differentiation – Opportunity
Carrier Claims Performance Strategies
On the Horizon • More technology risks
– Cyber – Drones / UAVs
• Autonomous / driverless vehicles – Coverage questions
• Fake President – Crime / fidelity risk
• Legislation – UK Insurance Act of 2015 – US Affordable Care Act
