THE POWER OF POSITIVE RELATIONSHIPS
You're only as good as your latest client relationship
ABOUT OUR CLAIMS SERVICE
PERFECTING THE SCIENCE OF SERVICE
In the current market environment, relationships with - and service to - our brokers and clients are more important than ever.
At Neon, good claims service is about more than just technical service.
It is about being focused on client needs and ensuring these are comprehensively understood both at the time of placing and when the claim is made. That is why it is paramount we focus on client experience.
POSITIVE CLIENT EXPERIENCES
Here are some client experiences with the Neon claims team. Click on the case to read more.
-
BLOODSTOCK – EQUINE SUB FERTILITY CLAIM
A major client presented a claim where a horse had fertility issues. We collaborated with the insured and the broker to deliver the best possible business outcome from a difficult situation - where there were conflicting opinions on causation. We managed a more technical approach from third parties, acted as a buffer, and coordinated the market towards doing the right thing, so that the client’s needs were understood and the contract language respected.
Broker reaction:
“Neon’s empathy and emotionally intelligent approach helped us to smooth what in other hands could have been a lengthy and expensive dispute with adverse commercial and reputational impact for our client. We trust Neon’s team. As well as their specialist technical expertise, they understand our client’s business and act accordingly.“
We know that our reputation is based on client experiences of the way we do our work. Neon always have the client’s interests at front of mind, enabling them to plan with greater certainty and to ensure their own customers are protected.
-
ITALIAN COVERHOLDER WITH A PRESSING BUSINESS NEED
One of our Italian Coverholders contacted us with an urgent issue regarding the operation of their loss fund impacting their ability to pay a claim to a local client, which, if not resolved, could have impacted their reputation. Our Italian-speaking expert listened and took immediate action in topping up the loss fund, seeing personally to the process and governance required to expedite the payment, and ensured adequacy of funds to meet the Coverholder’s future needs.
Our Coverholder took the time to write to us, saying:
“We were delighted with Neon's responsiveness and immediate decision making".
At Neon, we combine technical claims expertise and aptitude with empathy to enable clients’ business sustainability, focusing on needs that are genuinely understood. We listen to our clients’ needs at the time of placing and throughout the relationship, seeking to understand their business challenges and create ease of doing business.
-
SAME DAY SETTLEMENT FOR CLIENT IN AUSTRALIA
An important broker contacted Neon late on a Friday afternoon (UK time) to arrange an urgent settlement payment to a claimant based in Australia. The broker wanted to expedite the payment, as it was going into a bank holiday weekend in Australia, and this was a complex and sensitive claim. Neon worked with the broker to arrange for an urgent same day BACS transfer to be made and avoid any unnecessary upset and stress for the claimant.
Broker reaction:
“You have been absolutely brilliant. Thank you so much for all your efforts;
it really is appreciated.”Neon always puts client needs first. We understood that the timing of the payment in this matter was of huge significance to the broker and its client. Neon’s flexibility and responsiveness enabled the broker to protect and enhance their reputation, and maintain a key client relationship.
KEY CLAIMS CONTACTS
James Sterling
Claims Director & Casualty Claims Manager
+44 (0)20 7488 7778 james.sterling@neonuw.comCONTACT THE TEAM
Call us on: +44 (0)207 488 7700 or send us an email at: claims@neonuw.com