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Cultivating excellence in client service: A multinational focus

In an increasingly complex global insurance landscape, risk professionals must prioritize a client-centric approach to better understand and anticipate the unique exposures of multinational organizations.
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By Stacie Kornman , 

Multinational Northeast Zone Leader, United States

01/30/2025 · 3 minute read

In an increasingly complex global insurance landscape, risk professionals must prioritize a client-centric approach to better understand and anticipate the unique exposures of multinational organizations.

From compliance challenges and people risks to currency fluctuations and supply chain vulnerabilities, multinationals face no shortage of exposures in their pursuit of expansion. For risk professionals, the call of duty is not only understanding the specific needs and objectives of a company from a regulatory, tax, and compliance perspective, but also anticipating future challenges that may arise.

During a Marsh-sponsored session at the Axco Global Insurance Americas conference, panelists from across the industry discussed why client service matters, and key opportunities to support multinational organizations who are navigating complex and unique exposures. By better aligning their services with the strategic goals of multinationals, risk leaders can collaborate more effectively with carriers, support more tailored global insurance programs, and potentially deliver stronger client outcomes.  

The value of communication cannot be overstated

Effective communication is the cornerstone of a successful relationship, including that of risk professionals and their multinational clients. When designing a holistic risk management strategy and more specifically a global insurance program, there needs to be ongoing dialogue between you and key stakeholders to ensure alignment.

Communication should not be limited to annual reviews; rather, it should be a continuous and proactive effort throughout the year. By maintaining open lines of communication, you can help set expectations early on, proactively identify potential issues, and foster a collaborative environment.

Stewardship meetings can also help unite risk advisors and carriers to better understand a multinational’s priorities and pinpoint risk management needs. These meetings also create opportunities for you and clients to discuss program execution, address concerns, and celebrate successes.

Collaboration should also extend to other stakeholders within multinational organizations, including CFOs and local affiliates. A multifaceted approach allows you to gain a comprehensive understanding of client needs and expectations, with the goal of securing more tailored and effective insurance solutions.

Invest time in effective collection and use of client feedback

In the same vein, risk professionals can better meet the needs of multinationals by seeking out their feedback and genuinely taking it into account. For example, post-renewal surveys are a valuable tool for assessing client satisfaction. These surveys provide critical data that can inform service adjustments and enhancements.

By actively seeking and considering client feedback, you can better understand your clients' evolving needs and preferences. This feedback loop is vital for continuous improvement and for helping insurance programs to remain more relevant and effective.

Be prepared to pivot

Flexible program design is a non-negotiable in today’s dynamic risk environment, where multinational operations may shift suddenly due to various factors, including economic conditions and regulatory changes. Risk advisors must be proactive in communicating any changes in client operations to better determine if insurance coverage remains comprehensive and aligned with client business objectives. This proactive approach may not only enhance client satisfaction, but also reinforce your role as a trusted advisor.

Identify the intricacies of local policies and regulations

It is no secret that managing insurance programs across different jurisdictions can be challenging, particularly in countries with stringent regulatory environments. Understanding these local nuances is critical to deliver informed guidance and support to clients operating in diverse regions.

Similarly, multinationals may be operating in regions with different languages, cultural expectations, and business practices, which further complicates compliance and risk management efforts. This necessitates a deep understanding of local laws as well as the ability to communicate effectively and remain flexible in an ever-changing world.

Prioritize consistency in service delivery

Finally, consistency and reliability in service delivery remain critical, particularly for organizations operating across many different regions. Maintaining high service standards across different regions can be done more effectively through implementation of service-level agreements and performance management tools that capture key performance indicators. By prioritizing consistency in service delivery, you can build better trust and confidence with your clients, reinforcing your commitment to client excellence.

The path forward to stronger client relationships

Achieving client excellence in the global insurance industry depends on effective communication, feedback mechanisms, adaptability, and consistency. By implementing these strategies, risk professionals can support multinationals in the ways that matter most to them, with more precise risk management and insurance programs.

To learn more about setting the bar high for multinational client service, speak with a Marsh representative.

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