Claims Club Asia Q+A: Chay Wilkinson

Post: Briefly explain your new role at Markel
Wilkinson, pictured: I will be the first point of contact for all claims arising through Markel's offices in Singapore, Hong Kong and Labuan in addition to servicing claims for Asia-Pacific based clients whose insurance has been written elsewhere in Markel International.

What are the most difficult claims you have worked on?
While larger losses tend to require expert assistance for the management of claims and disputes, claims with smaller values that may not require legal or other assistance can present acute challenges. These challenges include the quality of evidence, claims preparation as well as commercial pressures - especially those faced by smaller policyholders.

What have you learned?
Whilst a small claim can appear to a claims manager as less important or less urgent than a larger loss, an element of empathy is needed in managing these losses to appreciate the policyholder's personal and commercial expectations on how best to deal with any given matter.

Where can see some easy wins to improve the claims process in Asia?
By working with and empowering policyholders and their insurance advisors with the tools to properly manage risks and claims, insurers can employ a more proactive approach to claims management that will benefit all involved.

The best practice for policyholders in dealing with any claim or risk is common to all business streams. Developing good habits and processes in respect of record and incident management will pay great dividends, and help out insurers if they are needed.

What do you most enjoy about working in Asia?
I travel to some amazing places and learn from local industry professionals about unique markets and unique strategies for dealing with claims.

What do you find most frustrating?
The region has enormous depth in this market in terms of committed, driven and qualified individuals so complaints about recruitment normally reflect an emerging class of business and not the quality of human capital in the region.

Chay Wilkinson is a member of the Claims Club Asia and was a speaker at the Claims Conference Asia - Singapore.