Join us as we sit down with Head of Claims Operations for ECSG, Jayme Morgan, as we hear about her personal experiences in working with clients.
From utilising our ethical frameworks to being part of a senior management team with a combined 135 years’ experience in the insurance and supply chain industries, Jayme Morgan joined our team in 2020 as Head of Claims Operations for ECSG.
It’s been a brilliant couple of years, and Jayme has brought so much to our business, as well as having made an incredibly positive impact on our clients. In fact, Jayme’s Meet the Team blog edition was one of our most popular, so we were keen to take the time for a follow-up.
Here’s how we got on.
So, our approach to technical insurance claims handling is pretty different to other providers out there. Our goal is to drive positive change, deliver claims ethically and always have our client’s happiness and satisfaction at the heart of it all. With your 18-year prior experience in the industry, how does ECSG compare?
We find that our team are focussed on indemnity, looking at this in detail brings to the surface those cases that clearly do not fall within policy terms. Other providers may just process a claim, at ECSG we understand policy mechanism and always look after the Underwriters best interests.
No two days are ever the same at ECSG – what’s been your most memorable moment so far?
There are many great moments, but I really enjoyed the I Love Claims Lunch recently, it is such a great event and there were so many peers and colleagues to catch up with following the prior two years of virtual contact!
If you had to pick (we know there’s probably plenty!) what would be your favourite aspects of working with our clients?
Our Clients are a challenging bunch and all for very different and great reasons. For us, it is about delivering the best outcomes for Clients and their Customers. Achieving this gives us an immense sense of satisfaction.
How do you think ECSG can help our clients here throughout the current market challenges?
We at ECSG are passionate about supply chain and how this crucial and multi-faceted piece of the claims process interacts and delivers for the customer. Providing great service and clear communication at every step of the claim for the customer and working with the supply chain to help overcome some of the challenges they currently face to ensure excellent service delivery.
And finally, as we move through 2022, what do you think the future holds for the motor claims industry?
Parts delays are still a material problem and the standard reason for delayed K2K. This, combined with the shortage in replacement vehicles, is increasing cycle times dramatically for some insurers.
Fuel cost is having a possible short-term impact on ‘miles driven’, not much data to go on just yet, but claims frequency is down a little already.
Car Parc – the average age will naturally shift a little as more people choose to retain their vehicle for longer due to lack of newer vehicles
Vehicle Values – I believe we have now seen the peak, in fact values are beginning to fall a little. Given their model, it will take a while for CAP and Glass’s to catchup as their data is based on auction data with a factor added for retail. We also track (and use) Cazoo Data Services for a real-world market view.
Despite all the challenges the industry is currently facing (and will be facing for time to come) we will continue to support our clients along with our amazing supply chain.
To find out more about our services, contact our team today.