Inside Swiss Re Corporate Solutions’ innovative new approach to claims management and how it can help businesses to keep operations moving smoothly
A positive claims experience can change a stressful situation into a manageable one and help a business recover quickly from unexpected events. But how can insurers make the claims process better, and how can businesses work closely with their insurance providers to ensure everything goes smoothly?
Swiss Re Corporate Solutions introduced international programs just five years ago, which allowed the organisation to develop a new and innovative claims approach. When managing claims across multiple countries, consistency is key, and Swiss Re Corporate Solutions achieves this through a globally aligned framework.
Cyrus Pang, head of claims for international programs at Swiss Re Corporate Solutions, said: “What makes our framework different from other claims approaches is its emphasis on a continuous cycle of communication and implementation.
“By ensuring that local insights are communicated upwards and global strategies are implemented downwards, the framework creates a dynamic and responsive claims service that can adapt to the needs of customers in different regions. Additionally, the focus on a clear claims commitment, a structured delivery model, and value-added services ensures that customers receive consistent, high-quality service no matter where they are.”
The role of technology in claims efficiency
Modern tools and high-quality data play an important role in managing claims, especially for international businesses. Effective claims management can lead to better efficiency. By streamlining processes and using technology, insurers can handle claims more quickly and with fewer resources. This improves the experience for customers and benefits the insurance provider financially.
Swiss Re Corporate Solutions uses cutting-edge technology like its PULSE portal to deliver a more efficient and transparent claims process. The portal allows customers and brokers to access real-time claims information, track progress, and monitor risk management improvements.
This company is also adopting A.I. and already uses data analytics also improve the quality and speed of claims handling. Pang says: “We are always looking for ways to enhance the claims process, whether through new technologies, process optimisations, or training and development. For example, we’ve applied Gen AI to support claims recovery and detect fraud, and the time saved is reinvested to manage our customer relationships.”
Working together
Partnership is key, too. Pang emphasises that a close collaboration with risk managers is essential for a successful claims process that meets the needs of an international business.
He adds that clear communication helps build trust, which strengthens relationships. A positive claims experience can also lead to more long-term partnerships and loyalty, as customers are more likely to stay with an insurer that provides excellent service during critical moments. Finally, regular communication enables insurers to tailor solutions to customers’ specific needs, further enhancing the claims experience.
He explains: “A strong focus on claims customer experience can drive continuous improvement within the organisation. By regularly gathering feedback and analysing claims data, insurers can identify areas for improvement and implement changes that enhance the overall service quality.”
Claims in action
Pang says Swiss Re’s fresh claims approach has been put to the test, working with a global luxury brand.
Managing this type of customer requires a high level of responsiveness, technical expertise, transparency, and consistency in claims handling. To meet these demands, the company has appointed a dedicated claims customer relationship manager to oversee the relationship. This is a specific role filled by an individual who is responsible for several key tasks. The claims manager keeps customers updated, personalises claim procedures, offers advice on reducing losses, and coordinates service delivery to ensure smooth interactions. This ensures customers are well-informed and receive customised assistance.
Pang says: “This approach is different from other claims handling methods because it places a strong emphasis on personalised service and proactive management. By having a dedicated claim manager who understands the unique needs of the customer and can coordinate across various stakeholders, we ensure a higher level of service quality and customer satisfaction.”
