The Ontario Broker - February 2018 - 8

ontario auto

PEMBRIDGE & WAWANESA
ON

WITH
BOB TISDALE
PRESIDENT & CHIEF
OPERATING OFFICER,
PEMBRIDGE INSURANCE

&

CAROL JARDINE
SENIOR VP & CHIEF
STRATEGY OFFICER,
THE WAWANESA MUTUAL
INSURANCE COMPANY

FEBRUARY 2018

REFORMS

CLAIMS

THE ONTARIO GOVERNMENT HAS
SIGNALED
THE
MOVE
TOWARD
SIGNIFICANT AUTO REFORMS. ARE
THESE REFORMS ENOUGH TO IMPROVE
THE DETERIORATION IN AUTO RESULTS?

HOW ARE YOU IMPROVING THE
CLAIMS EXPERIENCE AFTER AN AUTO
COLLISION?

BT: The government's plan is intended to reduce auto
premiums over time by tackling costs in the system. It's a
positive step forward. However the plan doesn't provide
any detail on implementation tactics, which need to
be worked out with various stakeholders. Pembridge
fully supports David Marshall's main assertion that
sequential tweaking hasn't been an effective approach
to fixing the system, and we agree that a comprehensive
structural change is needed. While encouraged by
the government's announcement, and optimistic that
real change is possible, we'll continue to work with
our industry and government to help make the auto
insurance system better for all Ontarians.
CJ: As a mutual insurer, our focus is always on what's
best for our policyholders. The Marshall Report has our
full support including the recommendation to create
a Serious Fraud Office to assist stakeholders combat
abuses in the system and reduce the cost and prevalence
of fraud, and the suggestion stakeholders must focus
resources on injury recovery to get accident victims
the care they need. The plan will improve the integrity
of the system through the use of binding decisions by
independent medical examination centres that will
provide medical oversight and outcome monitoring,
all of which will reduce the inducements to fraud, overtreatment or legal disputes that delay the provision of
care. Our hope is that any exorbitant, unregulated legal
fees can be eliminated by reforming the system. These
fees are usually in the form of contingencies charged
by lawyers related to healthcare that redirect financial
resources away from care that should be going to our
customers.

8

BT: How we perform on a claim reflects directly on
the reputation of our broker partners with their
clients. Customer expectations are evolving based
on the experiences they have with their various
service providers. Alongside our focus on care and
availability, we're providing new ways to settle claims
quickly and send payment using digital capabilities
and smartphone technology. In 2017 we piloted
our Virtual Claims Handling experience where
customers can instantly send photographs from
their mobile phone, guided by secure links, to our
Claim Advisors. The resulting service experience is
easy and seamless to customers who, in many cases,
immediately receive a repair estimate. We can also
etransfer settlement funds directly into their bank
accounts, often on the same day the loss is reported.
We believe this feature has benefits that drive
confidence with broker clients and modernizes the
experience.
CJ: We're looking at innovative ways to improve
the customer experience through our First Notice
of Loss process. We'll look for opportunities to
effectively handle low touch complexity losses to
enhance customer interaction in an expedited and
meaningful way. We'll be rolling out new initiatives
throughout the year through our newly-formed
Claims Service Teams. We also have a Preferred
Shop Network in place for automobile physical
damage losses. In order to improve the customer
experience for our policyholders, we've partnered
with Carstar and Fix Auto to deliver our clients an
enhanced repair offering.

WWW.IBAO.ORG


http://WWW.IBAO.ORG

Table of Contents for the Digital Edition of The Ontario Broker - February 2018

In this issue
The Ontario Broker - February 2018 - Cover1
The Ontario Broker - February 2018 - Cover2
The Ontario Broker - February 2018 - 3
The Ontario Broker - February 2018 - 4
The Ontario Broker - February 2018 - In this issue
The Ontario Broker - February 2018 - 6
The Ontario Broker - February 2018 - 7
The Ontario Broker - February 2018 - 8
The Ontario Broker - February 2018 - 9
The Ontario Broker - February 2018 - 10
The Ontario Broker - February 2018 - 11
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The Ontario Broker - February 2018 - Cover4
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