Our senior management team have a combined 135 years experience at senior levels within the insurance and supply chain industries. We would like to introduce you to our Head of Claims Operations, Jayme Morgan….
Hi Jayme, Tell us a bit about your role at ECSG
Operationally I am generally at the centre of everything we do from telephone, people management and service level adherence. I really like to ensure that our processes have the customer journey at the front of everything we do, wasteful processes cost time and money. The last thing we want is a frustrated customer or client!
How long have you worked in this industry and what were your roles before you joined ECSG?
Some 18 years in one form or another, starting the industry working at Hire 4 U Ltd, going on to be instrumental in the start-up and progression of Validus-IVC Limited (later becoming Verisk Claims UK Limited) and up until ECSG opened had a managerial position at Vision Vehicle Solutions Limited.
What do you believe the perception of the claims industry is by the public?
Generally, I feel that there is a general mistrust of any claims process by the public.
So, how do you think this perception of the industry affects your clients?
I think we are generally a breath of fresh air for them, our people genuinely care for the person. To some, each claim may look to be the same “bent metal” case, we understand that in each claim we are looking into a different window for each customer, what seems to be a straightforward bump effects people in different ways. We seek to understand, ensure that the customer is looked after at each stage. Our aim is to build rapport and trust to deliver a fast and efficient service with great outcomes.
What’s your greatest achievement from a customer service delivery POV?
Truthfully? Being part of the team from start up, working with a great team of people who really care about each other, the Client, and the Customer. Building something from scratch, incorporating all that is good and eliminating poor practice that other legacy processes that perhaps persist in our market today. I really despise inertia!
How do you think the future of claims looks and where does ECSG fit into this?
There are many socio-economic factors following Brexit and the on-going COVID-19 situation along with the recent reforms in personal injury. Our model has never been predicated on the latter which puts us in a great position to offer services in a way that a broker, insurer, MGA or fleet really deserve, technology led to suit the changing demographic and vehicle type.
What do you see as being the biggest change for customers in regard to their claims journey in the next year or two?
Great question! I think it follows on from the previous question and demographic, vehicle type and use of technology to speed up the claims process. Whatever the medium that a customer wishes to deal with us in, we will accommodate, telephone, web apps to process vehicle damage claim digitally, we can do it. Our experts are there 24/7!
To find out more about our services get in contact with our team today.