claims change programme

1
claims change programme

• Kent Chaplin
• Head of Claims, Lloyds
• Market Reform Forum
• 24 April 2008

2
Agenda

• Lloyds Market Vision for Claims
• Strategic Review Purpose, discussion points and
  conclusions
• Claims Change Programme

3
Lloyds Market Vision for Claims
Lloyds market is recognised as a world leader in
claims management delivering exceptional
customer service, strong financial performance
and global reach

• Consistently achieving superior customer
  satisfaction survey results, enhancing Lloyds
  brand
• Claims services model delivers efficient and
  effective agreement processes for subscription
  claims
• 24/7 global access to electronic claims files,
  supported by robust technology infrastructure

4
Strategic Review Conclusions
The Review has validated the Lloyds Target
Operating Model, yet targeted modification and
investment required

• Claims should be segmented and managed in
  accordance with their individual risk, value and
  complexity
• Subscription market relies on centralised claims
  processing and CAF services recognising that
  redesign is required
• The market requires greater understanding of
  future technology options to enable long-term
  investments decisions to be made
• Elective shared services should continue to be
  developed, according to identified market
  requirements
• Data cleansing and enhanced Management
  Information are needed to enable better-informed
  business decisions

5
Claims Change Programme

• Effective claims segmentation across the market
  supported by leaders, XCS and Brokers
• Review of current IT infrastructure requirements
  including commitment to investment in ECF and
  long-term technology solutions
• Enhanced claims performance benchmarks to
  understand Lloyds position against global
  competition
• Claims process changes creating improved service
  transparency and performance
• Data integrity initiatives and Management
  Information reviews delivering accessible,
  quality operational data
• Development of efficient shared services
  leveraging the markets economies of scale

6
Market benefits

• Improvement of end to end cycle times
• Increase the speed of settlements
• Enhanced quality and accuracy of adjustment and
  processing
• Creating a more transparent and accessible claims
  process
• Timely and accurate data

7
Key work streams

• Claims processes
• CAF redesign standard claims
• CAF redesign complex claims
• Data Management Information
• Data integrity
• MI requirements
• ECF short and long term development
• Market requirements for shared services
• Individual work-streams for development of
  specific services
• Strategic IT review scoping business requirements

Expected completion
End 2008 End 2008
End 2008 Mid 2009
End 2008
Ongoing
End 2008
8
How you can help

• Managing agents
• Resources for work streams
• Feedback and input to proposed solutions
• Support the programme and assist in communication
  
• Brokers
• Engage with FPD and LMACC through the LMBC
• Feedback and input to proposed solutions
• Support and participate in the communication
  programme