Loss Adjuster with Damage Adjustment authority
To gain trust is to give trust. This motto is more than familiar to Fred van der Zee, Director of Expertise at SOCOTEC Claims, Paul de Keijzer, Commercial Director CAR/Engineering at DUAL Europe, and Eugene Koster, Construction & Engineering Specialist at Anker Verzekeringen Rotterdam B.V. These three professionals have worked together regularly throughout their careers, sometimes as colleagues and sometimes as competitors. With their diverse experiences within the insurance chain - Fred and Paul as underwriters and Eugene as a broker - they understand the dynamics of the market like no other. As a result, they have developed a common vision, which has led to their collaboration to introduce a new approach within the Dutch market: the Loss Adjuster with claims authority.
Traditionally, a Loss Adjuster is limited to making recommendations to brokers and insurers. However, this new form of Loss Adjusting goes a step further: Loss Adjusters are now given the authority to handle claims on the spot with the client. This means they literally go out with the insurer's wallet, without interference from the broker. This form of cooperation can only exist on the basis of trust between all parties. And the results are promising. Brokers get more time for complex claims, insurers have happier customers, and the customer himself knows more quickly where he stands. For the insurance market, this means a huge leap in efficiency and image.
Claims adjusting power: One step further
The concept of Loss Adjusting is not new in the Netherlands. Some 25 years ago it was already being applied, including at the VIB Cover (now Bouwend Nederland Cover). Various expertise agencies, including the Hanselman Group (now SOCOTEC), acted as Loss Adjusters at the time. What is innovative about this approach, however, is that the Loss Adjuster is now mandated by the insurer to settle claims within the agreed terms. Paul de Keijzer, then employed by DUPI, was the first insurer to dare to take this extra step.
Paul has years of experience with Loss Adjusters and drew inspiration from the English market. He saw that many CAR claims were simple and straightforward. By giving Loss Adjusters the authority to settle claims on the spot, time and costs can be saved. This approach was successful in the provincial market at the time, but less so in the exchange market, where multiple insurers carry risk on a policy. Now, however, with brokers like Eugene Koster on board, the time is ripe to reintroduce this structure.
Commitment and Trust
Fred van der Zee stresses the importance of trust in this new role. As a former insurer, he understands how important it is that all parties-insurers, brokers and customers-trust each other. This approach can significantly speed up the claims process, especially for simple claims. The Loss Adjuster assesses not only the cause and extent of the loss, but also the policy conditions, and can make an immediate decision.
An important role
According to Paul de Keijzer, the role of Loss Adjuster with claims authority is not for everyone. He emphasizes that it involves a select group of experts, people with a unique combination of technical knowledge, legal expertise, calculation skills and communication skills. These experts must gain and maintain the trust of all parties involved. “Trust comes on foot and goes on horseback.” says Fred.
Speed and Efficiency
Eugene Koster saw the benefit to his customers in this new way of working. For simpler claims, the Loss Adjuster takes immediate action, leading to faster processing and satisfied customers. “If we have everything properly set up and insured on the front end, then a Loss Adjuster can handle the simple claims immediately,” Eugene says. This leaves more room for brokers to focus on the more complex claims, where they can actually add value.
The Future of Loss Adjusting
Although the insurance market is slowly adjusting, Paul says customers are the real driver of this change. As more customers see the benefits of this approach, demand will grow, and insurers will not be able to stay behind. The concept is ultimately about trust: to get trust is to give trust. Thus, the Loss Adjuster with claims authority creates a win-win situation for all involved.