BGL and Markerstudy offer drivers new digital claims model

Intermediary BGL Group has teamed up with insurer parent Markerstudy Group and will manage the entire first notification of loss claims journey for drivers, regardless of fault.

Instead of passing fault claims to the on-risk underwriter, BGL will now manage the process on its new digital claims platform.

Initially, the new claims model will be implemented for Markerstudy direct brands, Zenith Direct and Geoffrey Insurance, as well as BGL’s customers whose policies are written through Markerstudy Group.

BGL will roll this approach out to other insurer partners over the next 12 months.

Mark Townsend, managing director of BGL’s motor and home insurance, said: “The claims experience is often the element that makes or breaks a customer’s perception of their insurance brand and because historically, there were often a large number of parties involved in the reporting of a claim, it could often lead to a confusing and negative experience.

“The claims model in the UK is ripe for disruption and has needed revolutionising for some time. Therefore, the significant investment we have made in this area, will allow for a much-improved customer experience, as well as simplifying the entire process for other commercial stakeholders, such as repair garages and car rental partners.”

Steve Cross, group head of claims at Markerstudy Group, added: “We are pleased to be working with BGL to introduce a much-improved experience for all customers when reporting a claim; not only reducing friction in the process but also taking away a lot of the repetition that customers experience.”

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