Jason Beelders, Head of International Solutions – UK & Continental Europe, CNA Hardy 19 July 2024
International programmes have demonstrated their value to insureds over many years, with the aim of providing many benefits including capital efficiency, seamless coverage without gaps or duplication, and compliance certainty. But customer experience is the best barometer of success and in this blog I share my thoughts about how to ensure programmes achieve their full potential.
Communication
Communication is key. We’re a people industry and when programmes fall short it is generally because the tripartite team of insureds, brokers and insurers behind them has been operating in individual bubbles. Sometimes the broker has not told us what the client’s plans are; or makes assumptions about the insurer’s intent. Other times the insurer may plough ahead without communicating back to the client.
Communication must also entail the sharing of forward-looking information. Information about existing risk assets and operations is fundamental, of course, but we also need to know what the client intends to do tomorrow, and then further into the future: what are its expectations around the coverage it is seeking and what are its compliance requirements?
Collaboration
Time is of the essence, especially when a client informs us of their international operations with less than 24 hours’ notice prior to inception. This may not happen often but often enough to highlight that insurers can and do respond at a moment’s notice but the sooner we are engaged, the sooner we can develop bespoke and cost-effective solutions that meet multinational companies’ evolving needs. The most effective international programmes are the fruit of collective work that begins well in advance of coverage inception.
Capability
Expertise is also critical. Working with dedicated individuals and industry specialists will always generate a better outcome, both in terms of problem solving and problem avoidance. Having local expertise is of immeasurable value, whether to deal with claims or ensure locally compliant coverage. I’ve been doing this for more years than I care to remember, but I’m no expert in all 160+ countries in the CNA Hardy network. However, what we do have at our clients’ disposal is an extensive international network of specialists available at the end of a phone, email or video. Whether this network is insurer-owned or provided by a third party is in my view immaterial: the key is that the local experts are fully aligned with the insurer’s ethos and way of working.
Consistency
Consistency is the agent that binds these five key ingredients together. Our product at its most basic level is a piece of paper bearing a promise. It is how we consistently deliver that promise that makes all the difference to our clients. The insured needs to know that risk control specialists will be equally responsive and claims professionals will offer the same service levels in all jurisdictions.
These guiding concepts can help insurers, brokers and companies together assemble joined-up international programmes that deliver comprehensive solutions without borders and a positive customer experience, whatever the external challenges.
About the Author – Jason Beelders
Jason Beelders is Head of International Solutions, UK & Continental Europe at CNA Hardy. This blog is drawn from Jason’s comments at the Airmic Conference Panel Discussion: International programmes – achieving end-to-end globally consistent customer experiences.
The information contained in this document does not represent a complete analysis of the topics presented and is provided for information purposes only. It is not intended as legal advice and no responsibility can be accepted by CNA Hardy for any reliance placed upon it. Legal advice should always be obtained before applying any information to the particular circumstances. Please remember that only the relevant insurance policy can provide the actual terms, coverages, amounts, conditions and exclusions for an insured. All products may not be available in all countries. CNA Hardy is a trading name of CNA Insurance Company Limited (“CICL”, company registration number 950) and/or Hardy (Underwriting Agencies) Limited (“HUAL”, company registration number 1264271) and/or CNA Services (UK) Limited (“CNASL”, company registration number 8836589) and/or CNA Hardy International Services Limited (“CHISL”, company registration number 9849484) and/or CNA Insurance Company (Europe) S.A., UK Branch (“CICE UK”, company registration number FC035780). CICL, HUAL and CICE UK are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (firm reference numbers 202777, 204843 and 822283 respectively). The above entities are all registered in England with their registered office at 20 Fenchurch Street, London, EC3M 3BY. VAT number 667557779.