First Response Team Q & A Chris Jones & Paul Hewitson 17

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 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.

PH

How do we stay ahead of our competitors?

CJ

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 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.

PH

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TECHNOLOGY CLINT MILNES ON THE TECHNOLOGY FRONT FOOT

Clint Milnes Chief Information Officer

Looking to the future of accident and claims management means investing in the technology to allow your company to step confidently into it.

At the core of its vision to make the claims process as accessible, efficient and seamless as possible, for the benefit of clients, Winn Group has historically sought to utilise technologies to achieve this. The present is no different, and under the guidance of Chief Information Officer Clint Milnes, the future will be shaped by it. Backed by a proactive approach to technological advancements, the Group’s IT and Development teams have been a standard bearer for many vendors, with numerous requests to be case studies as well as awards for use of technology in the claims process. For Milnes, it is vital to apply the benefits of technology at the right time and proportionally to the circumstances. He said: “It has got a place and a benefit when used at the right times. There’s a danger a company goes far and wide and uses technology for every aspect, all the time - it shouldn’t be like that. “The question that needs to be asked is ‘is it working in unison with staff and clients?’ If you bring new developments in that clients don’t like and staff can’t use, it’s a complete waste of money.

“I was brought into the firm to use my knowledge to marry the legal and technological elements together. Have we achieved it? To a large degree, yes, but you can never stop. If you think you’ve achieved it, you’re going backwards. “There’s a fantastic vision at Winns; we are always open to investment in new areas of IT without any hesitation to do so in terms of acceptance and adoption. “There’s that trust in the technology

“IT IS VITAL TO APPLY THE BENEFITS OF TECHNOLOGY AT THE RIGHT TIME AND PROPORTIONALLY TO THE CIRCUMSTANCES.”