At RCB our Claims TPA work is led and managed by Graham Vaughan.
Graham has had more than 25 years’ experience in the Lloyd’s and Company Insurance Markets, handling Professional Indemnity Claims and assisting professionals across the financial, legal, property and construction industry. He has acted for various underwriters, taking a proactive approach in the handling of claims from first advice to settlement and resolving matters as cost effectively as possible under various delegated authorities.
We appreciate that claims need to be handled on their merits with claims handlers using their experience, expertise and judgment balanced together with any client directives at the time. We always wish to reach a practical and equitable resolution heeding relationships between the parties whilst mitigating the financial impact to clients.
RCB’s TPA Service
RCB operates a successful, long-standing, and very-experienced TPA function, acting for various insurers as their TPA under a delegated authority. All of our personnel conduct claims and provide TPA support.
RCB is registered on the London Market Expert Database as a pre-authorised for compliance TPA. Any Lloyd’s Association member can access our compliance confirmations and authorisations via the Association’s website www.lmalloyds.com. Alternatively, these can be accessed by authorised users via the following link: www.londonmarketexperts.com.
If acting as TPA, RCB forges direct relationships with insureds when notifications are made by them direct to the firm. Under the terms of our current TPA schemes, all new notifications by insureds or their brokers are immediately reviewed by a Partner, Manager, Senior Associate, or Associate, and acknowledged within 24 hours.
We have mitigated hundreds of potential claims by pro-active ‘hand-holding’, drafting correspondence for insureds to send, or simply by offering a sounding board and a second opinion. As claims handlers, RCB uses counsel and experts only where really necessary; and owing to the firm’s long-standing relationships we are able to negotiate very competitive rates and fees. We do not involve counsel and/or experts unless they can definitely add additional value.
In the unfortunate event that a notification cannot be speedily resolved, and a claim develops, we ensure continuity of personnel by seeking instructions to be panel-appointed to assist with the investigation and resolution of the claim. The key is to know when and how to evaluate or mitigate at the point of notification.
Also, if a panel instruction is required and RCB are instructed in this regard then insured’s will have the benefit of continuing to deal with the same service provider and the close proximity and interaction between the claims team and their solicitor colleagues presents an opportunity for restricting the service required to specific issue with resultant cost savings.
In our TPA work, we make use of our own bespoke, Microsoft-compatible claims handling system, ClaimsScreen.
The software is accessible via a real-time web portal giving insurers, MGAs, brokers and insureds relevant levels of access to up-to-date (and often mandatory) claims information at any time with the click of a button. ClaimsScreen produces bespoke MI and KPI reports unique to each client, Lloyd’s-compliant MI to active insurers, and full access to historical data to facilitate trend analysis and early identification of potential issues. Overall, it is an asset that our clients have found immensely valuable, informative, and reassuring across all stages of the dispute resolution process.
Summary of ClaimsScreen functionality:
- Remote audit capability/full transparency.
- Real-time online claim access for insurer and broker, and insureds where appropriate.
- Full case-management system.
- Ability to track all mail/email correspondence.
- Proactive diary management system, including automatic alerts via Outlook.
- Comprehensive data capture.
- Ability to access historical data for trend analysis.
- Bespoke report generation.
- Bordereaux production, including Lloyds V5 reports if required.
For more information, contact Graham Vaughan, Steven Reynolds, John Bradley, or Neil James.