Messages from Mansfield Awards

Messages from Mansfield Awards

On Thursday night, the 3rd Annual Mansfield Awards for Claims Excellence were held in Sydney. It was great to see so many claims teams and senior management supporting their teams in attendance. While the night shone a beacon on those that truly embrace the important promise that quality insurance and claims service delivers it also highlighted a number of important issues. Gary Dransfield from Suncorp […]

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And the winner is: Congratulations to the 2019 winners of the Mansfield Awards for Claims Excellence

And the winner is: Congratulations to the 2019 winners of the Mansfield Awards for Claims Excellence

I would like to add my personal congratulations to all the winners of this years Mansfield Awards. Before I do, I would like to explain a few things about the Awards process. There is no nomination process as such. There is no fee to enter, no requirement to attend the event let alone purchase tickets or tables. There is no critera outside looking at the […]

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Upcoming changes in star ratings ClaimsComparison.com

Upcoming changes in star ratings ClaimsComparison.com

Over the past week, LMI’s in-house statistician and I have been going through the relevant data from the regulator and the recent survey. It has been a huge task over many long days. First of all, I want to thank all those that took the time to carry out the survey. We had nearly 3,000 respondents, many rating more than one claims experience. The updated […]

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Claims Comparison – Have your say!

Claims Comparison – Have your say!

It is that time of year again where we seek your feedback on the service of Claims Departments across the various insurers and underwriting agencies in the Australian Market. Having just racked up my 48th year in claims, it still comes through loud and clear that at the time of a claim, no one remembers the price. Everyone wants the Rolls Royce cover and service. […]

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Have we learned anything in claims from the Royal Commission?

Have we learned anything in claims from the Royal Commission?

The Royal Commission really brought out a few reoccurring themes. One was all about culture, a second about failure to act in good faith and third considering the customer experience. Linked to this are two issues that keeps popping up, and I have written on both before. The first is certainty of contract and the second is treating the insured fairly. Earlier this week I […]

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Giving back – Our bit to help conservation thanks to Roderick Insurance Brokers and their generous client Biovet Australia

Giving back – Our bit to help conservation thanks to Roderick Insurance Brokers and their generous client Biovet Australia

A few weeks back I put out a call for help in sourcing a ultra sound unit for the Berdiri Conservation Foundation based in Sumatra. We had several people write and offer their help with second hand units and while this was very generous their size and dependence on reliable 240 volt supply made it difficult due to the isolated location of the elephant refuge […]

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The Mansfield Awards for Claims Excellence – How they came about?

The Mansfield Awards for Claims Excellence – How they came about?

Following on from Friday’s post, I thought I would provide a brief history of the Mansfield Awards for Claims Excellence as it is quite a common question asked of me. The reality is that not all Insurers are the same. Just like the policies they sell, which range from broad coverage to very narrow cover, claims departments react differently. Some provide the very highest level […]

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The Mansfield Awards 2018

The Mansfield Awards 2018

Last night, around 200 insurance professionals attended the 2nd annual Mansfield Awards evening held in Sydney. It was an enjoyable evening, boasting a short, sharp and shiny presentation style. I gave a short presentation on the criteria for winning an award and how they are decided, including details of the survey that is conducted, as well as a talk from Greg Pynt who shared some […]

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Please take a minute and have your say

Please take a minute and have your say

I appreciate that it is a very busy time for many people in the insurance industry, but the survey for this year’s Mansfield Awards for Claims Excellence closes at 8am on Tuesday. So please take a few minutes over the weekend and have your say on who has done the right thing, lifted their game, let you down or anything in between. A reminder that […]

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Dame Joan Collins thoughts on claims preparers

Dame Joan Collins thoughts on claims preparers

When Steve and I were over in London last, we met with the director Alex Balcombe of Harris Balcombe one of two firms vying for the title of the longest running claims preparation company in the world. They are one of the foundation members of the International Institute of Claims Preparers (“IICP”) and now have the 6th generation of the one family still involved. Alex had […]

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