The benefits of collaboration between insurers and suppliers 

While insurers have made great strides in improving their relationship with the supply chain, there is still more ground to cover. 

Moving from a transactional relationship to a partnership is an integral part of developing a more seamless claims journey that delivers better customer outcomes, but not all insurers have embraced the mindset change completely. 

That was the view of Jacinta Jones, Supply Chain Manager, UKGI Claims Supply Chain, Aviva, and Suzanne Armstrong, Deputy Head, UK Key Account Manager, Sedgwick, who were speaking to delegates at ILC’s Home and Property Conference. 

Headline sponsored by Claims Consortium Group; Gold Sponsors Rainbow Restorations, Catalyst, Clearspeed, LexisNexis Risk Solutions, Perfect Group, Polygon, Pulse, and Wiser Academy; and Silver Sponsors Crawford, eVolution Claims Management, Home Repair Network, ICEYE, Prime Disaster Response, Safeline Environmental and SD Claims, the event took place at Silverstone Race Circuit in November 2023. 

Jacinta said, “There is a shift in the industry and people are trying to behave differently, but the master-servant relationship still exists in pockets because that’s how it’s always been and people don’t realise it. 

“Trust is vital to developing strategic partnerships and you have to value the motivations and skills of each partner, but the benefits of collaborating are clear; sharing data offers a wider perspective and enables you to make much better decisions, more quickly.” 

Suzanne suggested that one of the issues preventing more collaboration was a fixed mindset among insurers.  

She said, “Collaboration is a mindset and the insurers that are driving change in the industry are the ones working more collaboratively with their supply chain. That comes from the leadership, and those who are doing it well often have more diversity in key roles.” 

She encouraged insurers to tap into the expertise of their suppliers when designing new processes and products. 

“That needs to happen the other way around too,” she added, “but there is still too much thinking in siloes instead of taking a more holistic approach. There are issues around sharing data, and often suppliers don’t understand what data insurers want and why they want it. But that goes back to trust and communication again and only by working together can we identify and solve the wider problems within claims.” 

ILC’s Home & Property division is backed by Corporate Partners: Allied Universal, Clearway, Corelogic, DAC Beachcroft, Geobear, ICAB, Innovation Group, Sedgwick, and Verisk. 


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