Sarah Woolliscroft & Wayne Calderbank: Synergy: Passionate about claims management (286)

InsTech - insurance & innovation with Matthew Grant

InsTech

Entrepreneurship, Investing, Business

4.8 • 50 Ratings

🗓️ 28 January 2024

⏱️ 26 minutes

🔗️ Recording | iTunes | RSS

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Summary

In this episode, Matthew Grant sits down with Sarah Woolliscroft, Group Head of Operations & TPA and Wayne Calderbank, Group Data and Performance Director at Claims Consortium Group (CCG) for an exploration of the importance of technology in the claims industry and CCG's journey into the world of artificial intelligence. Synergy originated as a solution developed internally by CCG to enhance its claims management processes but has evolved since its launch into a platform that streamlines the claims handling process to support customer service and business performance. Key Talking Points Include: The role of technology in the claims industry The significance of passion and shared goals within an organisation How measurable goals and targets within a platform can add value The benefit of understanding the nuances of customer communication Where Synergy is focusing its AI efforts next If you like what you're hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn. Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning. To find out more about InsTech, our membership and offerings visit www.instech.co or contact us [email protected] Continuing Professional Development This InsTech Podcast Episode is accredited by the Chartered Insurance Institute (CII). By listening, you can claim up to 0.5 hours towards your CPD scheme. By the end of this podcast, you should be able to meet the following Learning Objectives: Describe how technology continues to shape and improve the claims management process Outline how generative AI can be leveraged to analyse customer sentiment Identify the significance of measurable goals and shared passion within an organisation in achieving business targets If your organisation is a member of InsTech and you would like to receive a quarterly summary of the CPD hours you have earned, visit the Episode 286 page of the InsTech website or email [email protected] to let us know you have listened to this podcast. To help us measure the impact of the learning, we would be grateful if you would take a minute to complete a quick feedback survey.

Transcript

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0:00.0	So whenever a customer contacts us, communicates with us, writes to us, we're able to instantly
0:06.0	analyze the way that that documentation has been written.
0:10.0	We can analyze a sentiment of a customer, but to a point that, you know, nobody's ever really been able to do done before.
0:16.0	Good morning, good afternoon, welcome back, or if it's the first time you found us, well, I'm delighted to have you along.
0:29.8	Matthew Grant here, CEO of Instech.
0:31.8	Now, one of the key success criteria for any technology company is how it interacts with his customers.
0:37.4	And we all know there
0:38.2	are plenty of opportunities to provide a better experience for customers when it comes to handling
0:43.0	claims. So it's been tremendous to follow CCG on its journey, building tech, since I spoke to
0:48.6	founder, Jerry Himes, a couple of years ago. Since then, CCG has launched Synergy Cloud. And this
0:53.8	week we're
0:54.1	going to be finding out what is really going on at the sharp end from two people that are
0:57.8	using the products every day. And above all, it's a reminder that passion is so important,
1:02.2	any business, particularly in technology and often drive successful use of the technology.
1:06.2	So really delighted to catch up with Sarah and Wayne to find out what they're up to.
1:20.7	Sarah, Wayne, really looking forward to this. This is our third discussion with Synergy.
1:25.3	Each time I learn more and more, and I know I'm going to learn a lot from you. So,
1:29.6	so welcome. It's Friday lunchtime. I hope you both had your lunch and a feeling ready to go. Not quite, but I'm going to go. We are, yeah. So let's talk a little bit about
1:35.2	synergy for those that don't know you. So the way I think about you is you are what I call
1:39.7	a child of COVID. You're a development by the claims consortium group, which has been providing
1:44.1	claims management
1:44.7	for many years, founded by Jeremy Hayams. Jeremy spoke to us back in 2021, and then we learnt more
	...

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