The care and customer focus aspects of claims management will always be core to what claims professionals do, but the way they do it must change.

That’s according to Belinda Speirs, Group Executive Completion & Transition at Suncorp, who will be a panel speaker on the topic of flood resilience at the 2022 AICLA/ANZIIF Claims Convention.

‘When I walk through towns that have been ravaged by flood or bushfire and watch as people pick through rubble to salvage what they can, it’s motivating to know that I work for a company that will help them rebuild their lives,’ Spiers reflects.

‘However, right now, facing supply chain disruptions and inflation means we need to be innovative and agile to ensure we can continue fulfilling our claims promises to customers.’

Challenges and opportunities

In addition, the regulatory landscape for claims fulfilment has been permanently altered with the advent of Claims as a Financial Service which requires enhanced processes, controls and oversight.

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