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Claims Management

Comprehensive claims management, providing specialist expertise and market leading innovations to position you for better results.
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Experiencing any type of claim — whether resulting from a natural disaster, cyberattack, product recall, or injury — can quickly overwhelm even the most experienced risk manager or business leader in today’s complex environment.

Proactively managing and resolving a claim is essential to recovering from a loss and improving your bottom line.

Marsh’s Advisory Claims Solutions group steps in to work with your team, enhancing specialisation and increasing your capacity in a time of need. We proactively identify and advocate to improve claim outcomes, working closely with your business and insurers.

We collaborate with you to develop strategies that reduce claims exposure and improve the cost of risk transfer. Our technical specialists have deep industry knowledge and can service a range of risks and claims complexities.

Our end-to-end integrated approach across across claim advocacy, preparation, and handling can help accelerate claims resolution.

Working with Marsh’s Advisory Claims Solutions team will help you:

  • Objectively measure your claim performance and leverage insights to identify areas for improvement over time.
  • Learn where to focus limited resources based on Marsh’s proprietary data and benchmarking.
  • Tap into our claim specialists who monitor your high exposure claims and implement strategies that can improve claim outcomes.
  • Manage your overall cost of risk.

Our risk consulting claims management services can help you resume your operations as quickly as possible, minimise the frequency and severity of your claims, and reduce your total cost of risk.

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Case studies

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Helping a multinational oil and gas company overcome major loss

After a devastating event, it can be chaos for the client and insurers. There’s a rush of ‘need’ for information, paperwork, and money. Marsh helps calm the storm, and brings order and efficiency. That’s invaluable to both clients and insurers.

FAQs

A claims management service acts as a proactive advisor between your business, insurer, third-party claims administrator, and other stakeholders. They prepare, present, and negotiate your claims, helping manage the claims process through to completion. Your success is tied together.

Much of this arises from in-depth investigation, gathering strong evidence from all parties on either side of the insurance claim. A claims management service can help prepare reports and other documents, seeing where facts on the ground fall within your insurance policies. Meanwhile, they liaise with the insurance company’s solicitors and loss adjustors, representing your interests as discussions and reviews continue.

As claims grow increasingly complex, a service provider like Marsh can help your business create a compelling claims presentation, advise you on how to resolve claims, and avoid unnecessary costs. It can also make your claims processing program far more effective by identifying, analysing, and improving your claims strategies, operations, and systems across key territories.

By working with a claims management service, your business can manage and resolve claims more effectively. We are also focused on mitigating risk holistically. With an ongoing collaboration, we can help figure out ways to reduce  the potential for an unexpected incident to disrupt day-to-day business operations.

When a company experiences a worker injury, cyber incident, major interruption, or catastrophic event, it’s essential to respond quickly and return to business as usual. However, internal claims management can take a significant amount of time, especially if your organisation lacks the right infrastructure and resources to manage the process. In addition, the capital needed to handle a claim can significantly vary depending on the incident’s size, scope, and complexity. All of these factors influence the insurance claim you may achieve precisely when it matters most.

Due to the volume of information and sensitive data surrounding any claim, many organisations struggle to oversee the documentation process while also moving the claim itself forward. A claims management service will work with your business to reduce the administrative burden associated with documenting and presenting your claim, compiling the necessary information and documents, calculating the loss, and finding ways to expedite the claims resolution. As a result, your time and resources can keep serving optimal business outcomes rather than the legwork and deep analysis we offer to our clients.

Every company will have insurance claims to deal with at some point. As the business grows, this can magnify more than you may anticipate, along with the complexity of managing multiple stakeholders towards a swift resolution. Even if your existing insurance policies are limited or accounting for a modest scale of assets, products, services or operations, you should still consider a claims management advisor to prepare for what may be next. A large part of our client work includes assessing existing policies and seeing whether they fit with the evolving nature of your ambitions in any industry.

However, if your business has recently experienced a loss and/or has grounds to file or defend a claim, you’ll want to consider working with a claims management service provider right now. We can advise you on how to shorten the resolution timescale and apply the insurance you’ve invested in. Every day a claim remains unresolved can have consequences for your profitability, planning, and reputation.

While burglary, theft, natural disasters, and accidental injuries are still some of the most widespread insurance claims we encounter, they have changed with the state of the world today. Climate change, for instance, has impacted the risk of floods, storms, and wildfires – all of which can damage property or disrupt your supply chain. Financial crime, on the other hand, has become more insidious with advanced cyber warfare and state-sponsored hacking. Many of our clients are viewing old claims issues in a whole new light.

Here at Marsh, we can help you with claims related to:

  • Property damage and business interruption.
  • Complex industry sectors such as energy, construction, marine, and aviation.
  • Financial crime and directors liability.
  • Product recall.
  • Cyberattacks.
  • Worker injury and health.
  • Private equity and credit risk.
  • Auto/motor accidents.

That being said, we can handle uncommon claims with the same rigour and fast-acting claims management skill.

Although the exact process of successfully resolving a claim depends on the nature of the incident, businesses will typically need to:

  • Analyse the magnitude and basis for the claim.
  • Understand the options for remedying the situation while also addressing any compliance, commercial, and reputational risks.
  • Implement a structured plan to oversee the claims process while communicating with stakeholders throughout.

By working with a specialist in claims management, business leaders can maximise speed and recovery, while reducing both the claim’s cost and potential impact on operations.

At Marsh, we understand the devastating consequences an unexpected incident can have on your people, operations, and business. We also understand the need for transparency, efficiency, and cost-effectiveness when it comes to resolving ongoing claims. Our global Claims Solutions team syncs with yours to navigate major disruption and advise on efficient claims resolution.

Risk engineering is instrumental to any business seeking to prevent losses or claims before they occur. From workplace rules and supply chain clauses to safety inspections, territorial analysis, and learning from past incidents, there are many changes you can make to reduce liability.

A consultant will work with you to identify vulnerable areas across your organisation, helping you prepare before and after a claim arises by:

  • Advising how to lower losses and loss adjustment expense costs by implementing best practices.
  • Providing claims accounting support in the context of commutations, arbitrations, and litigation.
  • Evaluating tail claims to assess how reasonable selected tail factors are.

By reviewing complex liability losses and your current claims and risk management processes, a consultant can create or refine communication pathways with insurers. This can soften the impact of future business interruptions and losses as we recommend risk mitigation plans, claims management protocols, and resolution strategies.

In essence, a claims advocate works on your behalf, representing your interests and can help make strong arguments for a beneficial resolution. Whether you’re filing or defending a claim, an advocate brings deep experience to the table. Trying to resolve a policy with an insurance company directly might leave you exposed to oversights or reams of paperwork, compromising outcomes.

A claims advocate will help you improve claims outcomes with your insurers by working with you to:

  • Proactively advocate on your behalf to obtain a prompt and fair resolution.
  • Provide clear and timely information on claims status.
  • Assist your communications with insurers in complex cases.

Although some insurance claims can be prevented through a comprehensive risk management strategy, they still happen.

Our global Claims Solutions team will work with your business to simplify the process of filing, managing, and resolving your claims. By combining our market knowledge and data-driven approach, we'll develop a transparent resolution strategy to meet your claims challenges.

Global leadership

John Davies

John Davies

Commercial Director, Marsh McLennan Sentrisk

  • United Kingdom

Chris Knutson

Chris Knutson

Global Claims Solutions Leader

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