Following a review of its loss adjuster panel, Norwich Union has introduced new arrangements for the future use of loss adjusters.
Following a review of its loss adjuster panel, Norwich Union has introduced new arrangements for the future use of loss adjusters.
From July, the insurer will work with designated loss adjusters in specific areas of the business - household, commercial and major loss - which reflect their expertise. These areas have been defined so that the insurer can match the skills and experience required to handle claims with the most appropriate loss adjuster in that field. The selection of the loss adjuster to undertake the majority of subsidence claims has also been decided.
Simon Machell, director of claims, Norwich Union Insurance said; "The merger last year gave us new opportunities and requirements to redefine our use of loss adjusters. Rather than using a set panel in future, we'll be working with different loss adjusters for different areas of our business.
"We believe the new arrangements will help us to deliver excellent customer service as well as achieving greater efficiency and cost savings."
Each loss adjuster has been evaluated and selected against a set of criteria, which reflects the insurer's future needs from these services. They were also asked to present their ideas to Norwich Union as well as giving details of the areas in which they wished to specialise. The criteria were:
• Customer satisfaction
• Claims cost management
• Internal efficiency
• Areas of specialism
Machell continued; "Feedback from loss adjusters on the review process has been very positive. By measuring each adjuster on the same criteria, we were able to look at their expertise and areas of specialism compared with our own requirements.
"We'll be talking to the selected loss adjusters over the next few weeks and finalising future working arrangements with them. We have also thanked the other loss adjusters for their valuable contribution to our panels over the years."
Assessment of the remaining key areas of specialism* will continue over the next few weeks.
The review will take effect from 1 July 2001 although any existing contractual agreements will be honoured.
Ends
Media contact: Liz Nicholson or Jenny Chapman, Norwich Union press office on 08703 66 68 63.
Notes to editors:
* agricultural, contractors' all risks, engineering, liability and high worth and other subsidence work.
• The selected loss adjusters are:
| Household - | Crawford & Company. Cunningham Lindsey, McLarens Toplis, The Claims People |
| Commercial - | Ashworth Mairs Crawford & Company Ltd McLarens Toplis |
| Major Loss - | Crawford & Company Cunningham Lindsey GAB Robins McLarens Toplis |
| Subsidence - | Cunningham Lindsey |
- All loss adjusters who have been involved in the selection process have been advised of their status.
- CGU plc and Norwich Union plc merged on 30 May 2000 to create CGNU plc, the UK's largest insurance group and one of the top-five insurers in Europe with substantial positions in other markets around the world, making it the world's sixth largest insurer based on gross worldwide premiums.
- CGNU's principal business activities are long-term savings, fund management and general insurance, with worldwide premium income and retail investment sales from ongoing business of over Ł27 billion and assets under management of more than Ł210 billion (correct as at February 2001).
- From October 2000, the combined life and pensions, general insurance and retail fund management businesses in the UK operate under the Norwich Union brand, while the institutional investment business operates under the Morley Fund Management brand.
- Norwich Union's news releases are available on this website.