FIVE FUNDAMENTALS TO REMAIN RELEVANT
Almost overnight, so many normal ways of doing things became either obsolete or much less relevant. Amidst continuing uncertainty, the events of this year have forced most businesses to step out of their comfort zones and innovate at various levels in order to retain customers and sustain operations. Increasingly, our ability to consider risk and opportunities, weigh probabilities with practicalities, and creatively visualise the next norm, will determine whether we thrive as an organisation or fade into the shadows.
For customers, expectations from service providers have risen and the value they bring to the table is under greater scrutiny. With clients seeking stable ground, the expectation from brokers is no different. Undoubtedly, the role of the broker is changing but with the right investments, your value will only strengthen. What this means is you participating in formulating solutions that reliably factor in the uncertainties of the times and consider the realities beyond COVID-19, is imperative. Equally, these must consider the dynamics that are impacting customer’s businesses together with requirements that may not have been articulated.
Having said that, here are five foundational aspects that must continue to be focused on:
1 Collaborator, philosopher and guide
Now more than ever, businesses are seeking sound advice and wanting to better understand what’s covered and the extent of cover. Understanding policies and other, more complex aspects of insurance requires the broker’s expertise. In the commercial space - and with specialist covers, in particular - brokers must be up to speed on all of the latest developments to effectively consult and enhance risk readiness.
Bryte firmly believes in approaching risk with purpose and through partnership. We therefore strongly recommend that brokers work with our risk engineers and other specialists to more effectively determine which exposures customers should prioritise and what support may be needed.
2 Data (un)mined
Bryte recommends that broker partners maintain records of the advice they provide and the client portfolio planning involved. With the value of data becoming increasingly apparent, such records allow for high standards of data collection and intelligence gathering. Access to these meaningful insights enables both intermediaries and insurers to design and deliver more compelling, responsive products and services. By doing so, we can continue to add value to our customers, ensuring solutions are not just customer-focused but also address a range of real market needs/exposures.
3 Your finger on the pulse
Customers rely on brokers to communicate updates/changes, timeously, as well as to provide a robust understanding of the implications thereof.
4 Claim rather than conundrum
During these unusually challenging times, staying rational and maintaining a sense of calm is much easier said than done. Emotion often tends to trump practicality. Nonetheless, it is vital for customers to have a clear understanding of policy wording and related facts to avoid disappointment at claims stage. The brokers role is of great importance in effectively and empathetically guiding through these processes. Your expertise is required in ensuring customers understand what constitutes a claim, what supporting documentation is required, which cover responds to the claim, the period/s within which to claim, concessions afforded, relief options available, etc. etc.
5 A beacon of trust
Brokers sit at the intersect of awareness, education and influence – this makes each of you critical enablers in the success of our mutual customer’s business and that of our industry. Helping customers effectively evaluate current and emerging risks and supporting insurers in tailoring products to meet ever-evolving customer expectations will go a long way in nurturing the relationship of trust and ensuring the success of the insurance value.