Our Claims Promise: Minimise the impact to our clients’ business Proactively manage and pay claims...

Click icon to add pictureOur Claims Promise: Minimise the impact to our clients’ business Proactively manage and pay claims

ClaimsQBE European OperationsMaster Slide Package

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Contents

Page nos

Claims expertise 3

Claims Service 4-7

Scale of Claims service 8

The Claims Teams 9-18

What our clients say about our claims service 19

Awards 20

Disclaimer 21

Key Slides/S07/EO Claims/v25

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Claims expertise

Strong

Delivers

Entrepreneurial

Em

po

wer

sSpecialis

t

• Capacity to deliver

• Skilled and experienced claims practitioners

• Market leading best practice

• Tailored service propositions

• Strategically located claims teams

• Prompt payment of valid claims

• Commercially minded teams

• Flexible solutions

• Direct access to decision makers with full authority

• Clear ownership of cases

• Teams focused on product and industry

• Expert teams for key claims functions

CLAIMS


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Claims Service

Delivers• Speed of response

› a constant focus on keeping you informed

• Tailored service proposition› flexibility to deliver the way you need it

• Proactive management of claims› always looking for a way to move forward

• Strategically located claims teams› benefiting from geographical, industrial, or market focus

Click icon to add pictureKey Slides/S07/EO Claims/v25

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Claims Service

Specialist

• Product and industry focused claims teams› ensuring we understand your business and how we can support it

• Skilled and experienced claims practitioners› enabling a right-first-time solution

• Expert support teams› industry-leading capability in rehabilitation, counter-fraud,

complex/catastrophe losses and supply chain management


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Claims Service

Empowers• Access to decision makers

› qualified professionals, authorised to settle claims quickly and flexibly

• Clear ownership of cases› ensuring your claim is always our priority

Investment in claims tools, systems and infrastructure› giving our teams the tools to deliver the service and control costs

Entrepreneurial• Flexibility to meet the needs of our customers

› there is no such thing as a ‘standard claim’ or a ‘standard client’, we encourage thinking outside the box

• Commercially minded› offering practical solutions to keep your business operational


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Claims Service

Strong• Claims Teams embedded within business sector and territory

› the teams are close to the businesses they serve

• 29 locations across UK and Europe› enabling the depth and diversity of QBE to be at the disposal of our teams

and customers

• Over £1bn paid in claims each year› the capability and capacity to settle all claims, large or small

• Carefully selected and managed suppliers with expertise and a strong focus on service› helping to deliver the QBE claims promise


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Scale of Claims service

Work with strategic partners to service

clients’ needs

29 locationsacross UK and

Europe

More than 600claims specialists

Over £5bn of claims managed each year


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The Claims Teams

Click icon to add picture


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Property

• Accessible UK based dedicated Commercial Property team committed to high quality, responsive service

• Strategic partnerships with specialist Commercial Property loss adjusters

• Focus on minimising the impact of a claim – letting you get on with your business

• 24/7/365 First Notification of Loss (FNOL) and expert on-site support available when you need it

• Front line decision makers empowered to provide the right solution for your claim

• Claims settlements tailored to suit your business needs


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UK Casualty

• Flexible and commercial claims solutions tailored to the need of each client

• Technical Claims Team with expertise in complex and catastrophe claims management

• Experienced Claims Inspectors combining national coverage and local knowledge

• Strategic relationships with specialist Commercial Liability loss adjusting partners

• Award-winning Rehabilitation service – medically qualified QBE team and expert external partners

• Risk Management advice and support with Claims Management Information bespoke to each client

• Specialist UK Casualty legal panel providing high quality independent legal advice


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Global Casualty

• Highly flexible team empowered to respond to brokers’ and clients’ needs

• Innovative approach to claims handling aimed at developing long term client relationships

• International claims teams in Sydney and Toronto

• Close working relationships with underwriters

• Good network with our worldwide panel of adjusters and lawyers who understand the QBE claims philosophy


13

Motor

• Claims ownership

• Proactive management of own claims spend promoted by our early reporting and high performance culture

• 24/7/365 (UK based) First Notification of Loss (FNOL) team and on-line reporting

• Bespoke claims handling plus advanced MI, trend analysis and industry benchmarking

• Seamless relationships with carefully selected specialist commercial motor suppliers

• Highly qualified in-house engineering team

• Fraud specialists providing robust management of spurious or exaggerated claims

• Technical Claims Team with expertise in complex and catastrophe claims management

• Award winning Rehabilitation – medically qualified QBE team and expert external partners

• Advanced risk management solutions provided by our in-house motor fleet risk manager


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Marine and Energy

• Accessibility – our adjusters are available 24 hours a day. We operate a claims box at Lloyd’s providing brokers with instant access and immediate responses

• Knowledge and experience – recognised by our peers for our depth of expertise. Team members are holders of academic and industry specific qualifications

• Market leaders – we manage the largest and most complex of losses

• Flexible and responsive - widely regarded for our fair and commercial approach to our claims handling service

• Closely aligned to underwriters – to enable us to gain an in-depth understanding of our clients’ business needs and manage their claims accordingly


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Aviation

• Proactive and integrated approach to preventing and minimising claims loss

• Bespoke service - our sector guides provide a platform for training programmes and individually tailored seminars

• Industry leading expertise - we have leading claims handling expertise with experienced and innovative claims handling professionals

• Specialised worldwide network of loss adjusting and legal experts who are ready to respond

• Integrated teamwork - we work with clients, brokers and underwriters to ensure that we understand and can respond to client needs

• Results focused - allowing our clients to maintain their business operations without interruption


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Reinsurance

• Claims professionals working with underwriters to support the development of long-term relationships with our clients and brokers

• Accessible claims team experienced in varying classes of business, markets and jurisdictions

• Extensive claim authority levels with claims staff empowered to be the decision maker

• Market leaders in managing complex and high value claims

• Proactive in market initiatives to enhance effectiveness of claim management and speed of payment


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Professional Indemnity

• Claims against professionals managed by professional people

• Profession-specific expertise within the claims team including qualified loss adjusters, lawyers and chartered insurers

• Dedicated contacts

• Empowered staff to deliver commercial solutions

• Exclusive legal panel providing clients with the highest quality legal advice, bespoke to their requirements and with a commercial consideration


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European Markets

• European Claims Teams reflect the strong product and geographical diversity of the European Markets network

• Strategically located claims teams offer bespoke services to Continental European customers

• Accessible skilled local decision-makers with local language and market knowledge

• Specialist teams working in close cooperation with local partners and service providers

• Country based teams backed by the strength of London based commercial and technical expertise

• Delivering constructive solutions to customers when and where adversity strikes

• Increasing penetration and market share in Europe → continuing commitment to build expertise and infrastructure


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What our clients say about our claims service

“They use ECF as well as having a Lloyd’s presence. It makes it easier to broker a claim if I want to do it electronically.”

“They always see me when I have urgent

things to do. They are commercially minded.”

“Professional team, easy to access and commercial attitude.”

“QBE are pragmatic, and they are very user and client friendly.”

“It is to do with our relationship with the people there. You can phone them up and they will fit you in whenever they can.”

“They offer an excellent service, get back to you the same day, give you updates over the phone, and get back to you in a day or two if you email them as opposed to others that might take a week.”

“You get your claim sorted very quickly, and they are experts.”

“QBE’S PI claims service has been and remains second to none...”


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Awards

Rehabilitation First Awards Year Result

Outstanding Individual Achievement Award – Rosie Hewitt 2012 Winner

Young Achiever of the Year – Chris Douglas 2011 Winner

Rehabilitation Initiative of the year - Insurer 2011 Winner

Rehabilitation Initiative of the year - Whiplash/minor injury 2008 Winner

Rehabilitation Initiative of the year - Severe/catastrophic injury 2008 Winner

Reactions London Market Awards Year Result

Best Claims Handling Team of the Year 2012 Winner

Post Magazine Claims Awards Year Result

Claims Supply Team 2012 Winner

Rising Star (Kelly Potter) 2011 Winner

Rising StarKelly Potter

Global Broker and Underwriter – London Market Leader Year Result

Insurance - Claims 2009 Winner

Claims Supply Team


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The information contained herein has been prepared by QBE Insurance Group Limited or one of its subsidiaries (“the QBE Group”). Such information is confidential and is being provided to you solely for your information. It is not intended to create any duty towards you or any other business or legal relationship. The QBE Group makes no warranty or representation of any kind in respect of this information, in particular as to its accuracy, completeness, timeliness or suitability for your purpose. To the fullest extent permitted by law, the QBE Group disclaims any responsibility or liability for any loss or damage suffered or any costs incurred arising out of or in connection with your reliance on the information contained herein.

Some of the information in this presentation may contain projections or other forward-looking statements regarding future events or the future financial performance of QBE. The inclusion of such forward-looking information shall not be regarded as a representation by QBE or any other person that the objectives or plans of QBE will be achieved. QBE undertakes no obligation to publicly update or publicly revise any forward-looking statement, whether as a result of new information, future events or otherwise.

By accepting a copy of this presentation, you agree to be bound by the foregoing limitations and conditions and, in particular, will be taken to have represented, warranted and undertaken that you have read and agree to comply with the contents of this disclaimer.

The reproduction or transmission of all or part of this document, whether by photocopying or storing in any medium by electronic means or otherwise, without the written permission of the owner, is prohibited.

© QBE European Operations 2014.

Disclaimer


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Our Claims Promise: Minimise the impact to our clients’ business Proactively manage and pay claims...

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