Claims
Liability Claims
Head of Liability Claims
Onwards and Upwards! Alex Caldwell - Head of Liability Claims
I joined the Glasgow Liability team in February this year, having previously worked as the Head of Commercial Services Purchasing within Norwich Union. As a Purchasing professional I spent a lot of my time striving to provide the Norwich Union business with excellent customer service via third party suppliers. In order to do this, I needed a broad understanding of Norwich Union and a commercial edge.
Glasgow Liability Claims at its core is a commercial business focussing on delivering excellent customer service and value for money. The unit has a really strong foundation and I will be looking to make sure that Glasgow delivers above and beyond for its customers this year.
We have been through many changes over the last 18 months :- converting every paper file onto image, creating experts in the specialisms of BI, Property and Environmental claims, aligning our teams geographically to suit your needs and restructuring to create a new claims team for a fast, efficient service. There is no denying 2006 was a testing time for Glasgow but we are now ready to face the new challenges of 2007/8.
This year, we are specifically looking at our claims offering and focusing on driving costs down to offer greater value for money to our customers. We have specific projects reviewing solicitors costs, capturing un-represented third parties quicker (and retaining them) and streamlining all of the processes currently in place to make sure we maximise our resources and really push to deliver an excellent cost efficient service across the board.
On top of this its business as usual so we will be ensuring we do not take our eye off the ball, working to respond to you within our normal high service standards, driving out fraudulent claims and getting your clients employees back to work as soon as possible through targeted rehabilitation.
Since starting I have had some excellent feedback from some of you relating to service from Glasgow, but of course we are keen to continually develop to make sure we are not just delivering good service, but great service. Please feel free to get in touch if you feel there is something we could be doing better. Our business functions at its best when we know what our customers want and adapt our model to deliver it, so please do give us your honest feedback.
