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Creating A Faster, Better Service Model

12 March 2008

Creating A Faster, Better Service Model

By focusing on the needs of insurance brokers and business partners, and the relationship they have with their customers, Lumley General Insurance is creating a new insurance company model that is setting out to do business in a new way.

Lumley has refocused its business with the aim of “making it easier to do business with us, whether you are a broker, a corporate business partner or simply have an insurance policy with us,” says Chief Executive Rieny Marck.

This involves developing a customer-centric focus within Lumley and grouping business operations around its distribution channels. Two new operating divisions have been created, Lumley Broker and Lumley Business Solutions. Lumley Broker is headed by Gary Thomas, and Lumley Business Solutions by Greg Main.
A new Risk Services Unit has also been created, responsible for portfolio analysis, predictive modelling, actuarial services and reinsurance.

Mr Marck says Lumley is putting customers at the very heart of everything it does.

“We are building a company that is more efficient, financially sustainable and one that will help build the success of our customers’ businesses,” he says.

Lumley Business Solutions focuses on providing personal lines, and consumer and life products through its current partners including banks, financiers and other associations. It will also be responsible for servicing personal lines business handled through brokers.

Within its broker division, Lumley will consolidate its key broker customers in two groups reflecting their particular service needs and requirements - national broker organisations and independent brokers. The focus will be to assist key customers through better understanding their needs and helping them to build on their points of difference.

Gary Thomas says that for his division one of the most significant structural changes is the consolidation of underwriting and claims personnel in the teams responsible for core business areas including engineering, marine, liability, personal lines, commercial motor and property, which Lumley calls Centres of Expertise.

“Rather than seeing these specialists working in silos, we are putting them into teams that are focused on service delivery, on solving customer needs,” said Mr Thomas.

“For our broker customers, this will improve the speed and accuracy of decision-making, in terms of writing new business and responding to claims, because underwriting and claims staff will have personal knowledge of the business they are dealing with.”

Mr Thomas says that with these two key insurance functions working hand-in-hand, Lumley will have better analysis and business intelligence on which to base decisions.

“For customers, this will translate into providing better and more timely customer solutions.

“There will also be a higher level of authority and decision making both at Head Office and in the branches to help expedite business and increase customer satisfaction.

“For Lumley this will result in improved performance.”

Rieny Marck says that, through proactively changing, Lumley is shaping its future to the best advantage of its customers and business.

The restructuring process was initiated late last year and will be fully operational for all new and existing business from the beginning of April.


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