With our Claims Team having recently received a Gracechurch Service Quality Marque along with a top quartile ranking in the 2024 London Claims Monitor, we sat down with Head of First Party Claims, Dan Trenkel, to hear his thoughts and what this recognition means for the team moving forward. , Congratulations on securing a top quartile ranking in the 2024 Gracechurch London Claims Monitor! What does this achievement mean to the claims team at Berkley Specialty London?, The team are delighted to receive this award. It aligns with our strategic goal of being a market leader in Claims. The recognition is a testament to the expertise of our claims handlers. We are committed to delivering outstanding service and good customer outcomes and this award reinforces that. , Brokers rated us strongest for relationships, with over half awarding us a score of 9 out of 10 or higher. What do you think sets our claims team apart in terms of building and maintaining strong relationships with brokers?, Our team is known for a pro-active and responsive approach, which demonstrates our commitment to excellent service. I think brokers appreciate dealing with our handlers knowing they have the right expertise to manage the claims process and are empathetic and understanding. , Responsiveness and expertise were highlighted as key strengths by the brokers. Can you share some examples of how the claims team has demonstrated these qualities in handling claims?, On all matters, we provide prompt responses following notification of a claim. We had an instance recently of a claim where an expedited response was required and we worked with the London broker, retail broker and loss adjuster to resolve the matter promptly, which was well received. , How does the claims team at Berkley Specialty London ensure that they stay responsive and provide expert service in a rapidly evolving marketplace?, The team cares about the claims we receive. Good customer outcomes are a big focus for us. We are always trying to innovate and ensure that we are staying on top of technological advancements and legal trends, in order to maintain and strengthen our offering. , What are some of the challenges the claims team faces, and how do you overcome them to maintain such high standards of service?, In a technologically advanced world, there is an expectation for rapid communication and decision-making. Dealing with highly complex claims have their challenges and it is important that we continue to meet the needs of our customers by maintaining our ‘no stone unturned’ approach to reviewing claims, whilst also keeping up the momentum on the claims process. Our response times are top quartile…, Looking ahead, how does the claims team plan to build on this success and continue to improve the service and relationships with brokers and clients?, We will be continuing to look at our broker value proposition and will work with brokers and clients to ensure we are meeting their requirements. The art of conversation is highly underrated whether that be face-to-face or on the phone. We want our brokers and clients to hear our voices and see the person they are speaking to when they have any questions or issues. And thus, we highly value in-…
Dan Trenkel reflects on our recent Gracechurch SQM award, what this means for the Claims Team and our approach to claims.
Type: Blog post
