How does this constant attention on files help with case durations? CJ
The role has become a lot less pressured for the day shift, knowing the night shift can action things in advance and complete tasks that aren’t reliant on someone else to input into. There are many things that can be progressed without the need for discussion with the client, so these can be done during the night to maintain progress on the claim. As a result, the other shift is freed up to be able to progress claims quicker and more efficiently. We are constantly transferring files, making sure they get dealt with or progressed to relevant departments based on the circumstances.
The case durations have been significantly PH shortened. We essentially have two people working on one file at all times. The constant review of the case brings down its life cycle, but, equally, if there are matters identified that need to be dealt with, then that can happen straight away, without delay.
How do we competitors? CJ
stay
ahead
of
our
Crucially you need the adaptability and flexibility to change. You need to be able to react to the needs and wants of the clients and brokers and align your processes with that. You can only do that with an excellent team, who are experienced and skilled in what they are doing. We’ve got that in FRT because we’ve worked so hard on developing our team; this has helped us to progress massively to where we are today.
I agree with Chris; if we sign a new contract PH and the client asks for something, we would be able to implement that quickly. I think our knowledge base helps us stay ahead as we have that extensive experience in the process thanks to our staff. It’s a very driven team which wants to deliver the best service possible.
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