Podcast

Ep 6: BIBA 25 – Partnering to Deliver Value on Claims

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In this episode of The Insurindex Podcast, host Ben Bolton caught up with Andrew Gibbons, Managing Director of Mason Owen Financial Services, a commercial insurance broker in Liverpool, ahead of the BIBA 2025 Conference where Andrew is chairing a discussion at the conference about partnering to deliver successful claims outcomes.

Andrew has also been heavily involved with BIBA, chairing the BIBA Smaller Brokers Advisory Board, a Main Board member and Chair of the Industry Claims Working Group for the past 13 years. In a straight-talking discussion Gibbons is measured and positive about the improvements in claims service over the years and while also recognising that much more can be done to show the value of insurance through the claims lens.

He highlights the value of technology but also warns about the risks that come with any new developments that the sector must be alive to. In this wide ranging discussion Bolton and Gibbons also touch on the vital importance of talent development and the importance of claims to brokers’ commercial success. Gibbons also sings the praises of the annual BIBA Conference and its Manchester take over of suits!

The podcast touches on the key points that the Conference Session will cover:

  • Claims are our ‘shop window’, the defining moment in the customer journey, so how can we best deliver for our customers when a loss occurs?
  • Claims are in the spotlight with an FCA thematic review underway, and consumer body Which? challenging the industry with their campaign.
  • The panel will analyse the pivotal role of claims as a critical customer touchpoint, how effective claims management strengthens relationships, enhances reputation, and drives long-term client loyalty, and other key areas for taking claims forward in a new era of insurance.

By the end of this session delegates should be able to:

  • Analyse the importance of claims as a critical customer touchpoint and their role in maintaining trust and reputation.
  • Examine the current challenges within claims processes, including regulatory and consumer scrutiny.
  • Identify innovative strategies for improving claims management and delivering value to customers

Another great Insurindex podcast, this is essential listening for marketers, strategists and other ‘C’-Suite members looking to understand, reach and influence the B2B Insurance market, in a manner supported with evidence.

 

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