The BIBA conference is well known as a gathering place for UK insurers to court brokers. But what of those associated with claims? Post asked the bosses of a number of these firms what their hopes are for this year¹s event, continuing with Darren Coombes, Director of Markets, Davies Group.
Why are you exhibiting at the 2010 BIBA conference?
Because it has grown to become one of the absolute key industry gatherings. As a leading claims provider to the market it is the perfect occasion to showcase our business.
What have been your overall impressions of the conference in the past?
We are proud to have been an exhibitor for a number of years and the event has always shown itself to be a valuable platform to meet with industry decision makers. It would be good to see it focus more on the claims sector, which, after all, must be one of the highest priorities for any seriously minded broker.
What messages will you be trying to across to the delegates?
We want to make every delegate aware of just how broad the Davies service line now is. We have always been broker active and want to forge strong relationships that recognise the benefits of them operating at the strategic level - as much pre-loss as post.
The theme for the 2010 conference is 'professionalism in a changing world'.
What do you think the insurance industry can do to demonstrate it is adhering to the highest professional standards? We have been vocal about the need for our industry to recognise the needs and ultimately benefits of continuous professional development. Cutting costs and commoditising claims handling is a false economy. We want to see an industry that routinely provides the appropriate training; not just technical, but service driven, communication and negotiation skills. Similarly in an environment that recognises the need to continuously look at its succession planning, thereby raising standards and making sure there is continuity of professionalism.
Joanna Lumley, who closes the conference, won much acclaim in 2009 for her successful campaigning on behalf of Gurkha soldiers who have fought for Britain. If you were to ask her to campaign on behalf of the insurance industry over one issue what would it be and why?
From an industry-wide point of view, it would be to help stamp out fraud ‹ the greatest malaise we have to respond to and one that garners little genuine sympathy from insurance buyers. From a claims perspective, it would be to help show the benefits of finding imaginative claims solutions that drive better service within the industry and for our customers. Too many of the current improvements are incremental enhancements upon existing practices, rather than coming from a fresh eye. Only then will claims professionals be fully empowered to find the best solutions and become more energised in their work, rather than sometimes being left to feel it is ‹ and will remain - the 'same old same old'.
What would be your dream location for the 2011 BIBA conference and who would be in the fantasy speaker line up?
As an Arsenal supporter it would of course have to be the Emirates Stadium, with any number of the greats that could show real teamwork in action. An industry figure? Maybe Cuthbert Heath - accredited as the founder of non-marine insurance at Lloyd¹s and still lending his name to one of the world¹s most recognised broking houses: Heath Lambert. I wonder what he would make of our industry in the 21st century?
To find out why Davies are 'The Engine Room Behind Claims' please visit Stand B10 at BIBA 2010.
