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Brokers’ claims management

The main issue that affect Brokers’ customer satisfaction in Insurance Companies’ claims management is the high volume of interactions among the Broker’s claims office and the several widespread and different claims offices of each Company. The main effects are the following:

very low accessibility to Companies claims centers (typically 2 days a week open to phone calls with busy phone lines)
different claims processes used by the several claims centers which affect efficiency and effectiveness of the Broker claims office

Brokers are typically glad of interfacing with MSA not only because MSA grants better performance and service quality but also because it allows a strong reduction of the interactions with the claims centers, as MSA works for many Insurance Companies where the same Broker has its Clients


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In particular, the “value” for a Broker to deal with a “single structure” (MSA) is that is granted :
- a direct and quick relation between Broker and claims handler (MSA), also through a “red line”, additional to a better service allowed by a no-limit accessibility to MSA offices (from Monday to Friday, 9AM-1PM; 2:30PM-6PM)
- a unique and recurrent operational process standard, which allows errors identification (effectiveness) and efficiency (quicker processes directly affect internal costs optimisation)

Brokers which lay their Clients on many Companies often meets MSA as Claim handler TPA. This is a value for them and, consequently, for the Company, which has more chances to increase the loyalty of the Broker and to increase the acquisition of new Brokers (interested in MSA claims management in order to capture the value described above)

In addition, this model generates value for all the actors

Value for the Client Multichannel information to data “Continuous” information availability (accessibility with no limits to claims handlers) Outstanding settlement process elapsed
Value for the Broker High accessibility to information, also through dedicated “red lines” Claims service standardization, granted by the fact that MSA is the claims handlers for several Companies (where the Broker has booked the policy) Personnel cost reduction (reduction of the internal FTEs dedicated to claims handling, thanks to more standardised and quicker processes, …)
Value for the Company Best Brokers retention, thanks to the high service quality granted by MSA (speed, accessibility, …) and potential acquisition of new Brokers Variable expense ratio (PAY PER USE) Good performance in terms of average cost (MSA typically beats the benchmark)

Other useful information

Success fees (value sharing)
Quick tips in case of claim
Key factors to select a claims TPA
Outsourcing benefits

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