I'm Bill Paton, claims director for UK and Western Europe. I lead the teams that handle all the claims that RSA underwrites in the region—from household to motor, marine to professional indemnity and everything in between.
Since I started out in insurance 35 years ago, I can honestly say no two days have been the same. One thing that hasn’t changed however, is my belief that the claims function exists to fulfil the insurer’s promise to customers—paying valid claims fairly and quickly while also doing everything we can to keep premiums affordable by making sure we’re not paying out on fraudulent claims, being too generous, or expending unnecessary resource.
In an industry that is all about helping people and businesses cope with change, it’s no small challenge, but there are two megatrends that I think have played a key role: segmentation and specialisation.