Ian Bearpark takes up the role
From now on CED CBC will fully focus on Business Development
After 20 years in foreign claims handling in a European setting, he is ready for it. Ian Bearpark is already responsible for handling CED CBC for the UK market and is a member of the European CBC management team. Business development across Europe is ‘a natural next step,’ he says. ‘CED CBC wants to develop our market strategy, develop more across Europe. Business development is certainly not just about new services. It is much more about adapting existing services to current situations’, Ian Bearpark explains. He sketches four developments for cross border claims and his action plan for it.
1. Keep it personal
‘In a globalized world, personal contact is essential. I like to get in touch with our customers and be the port of call. This reminds clients of the importance of handling foreign claims right. In most European countries, foreign claims have a great financial impact on insurers. As CED we think national and international claims should not be treated differently. Very important is providing clarity and peace of mind on the status of their foreign claims. New clients I approach personally, to broadcast our services to the market. Sometimes I feel like a true diplomat, representing CED and the UK. With some British humor of course. Video meetings and webinars are also good ways to share knowledge and enrich our clients.’
‘CED deals with tens of thousands of cross border claims all over Europe. We meet with claim handlers to get feedback about what is important at this moment in the day-to-day business. All this gathered data is interesting and useful for clients and the industry as a whole. We can look at the bigger picture to see what areas CBC needs to focus on. And per customer we can see which claims occur more than average and how this can be improved. For example, during COVID in Britain, we saw a lot of claims with Polish vehicles, from labor migrants. There were less holidaymakers, but long-distance travelers went back home before the lockdown. Customers get more insights on their own as well, since they have online access to their files.’
‘The insurance industry constantly changes and CED changed with it. We even brought changes from the Insurtech market into CBC. We modernized, digitalizing what is possible and staying personal when necessary. We are now laying the groundwork for new services and adapting current services. We know how the claims process works and we standardize it, now also digitally. Insurers rely more on digitalization and COVID only accelerated this. Before COVID a lot of insurers sat together at the office. That picture might never be the same. Technology is important. A straight-through process, from beginning to end, saves time and costs. It will significantly change the dynamic of the claims process …’
Of course, there are now less claims due to the lockdowns. But claims of commercial traffic continued. We also saw a quick resurgence after the first period of lockdowns. That is why I think we will see stable normality in 2021. But I also see another big development, unexpected in the perspective of the COVID restrictions and the digitalization: an increased mobility! Due to working from home, making more people choose to live outside of the cities. That way they do not have to travel for work, but even a quick visit to the store takes a car drive… We even expect more people to live and work in two different countries. And we foresee an increase in holidaymakers taking the car instead of the plane. As CED, we are already making sure we are ready for it!’