What does the new world and business environment mean for brokers and customers? Have risk profiles changed? How can we help brokers support customers where business models have shifted?
These questions and more are at the heart of the response to COVID-19 being executed by Elliot Hill, QBE Australia Pacific’s General Manager - Sales & Relationship Management, Commercial Lines, and his team of national relationship managers and underwriters.
“We know the world has changed dramatically in recent months for both our industry and customers,” Hill says. “At QBE, we’ve spent a lot of time focused on our response.”
Getting to know the new normal
As we look ahead, understanding customers and their businesses in this new world and finding ways to support them is key, says Hill.
“How have businesses changed? Are there new insurable risks for those businesses? How do we best work with brokers to ensure that insurance programs really deliver for clients?”
Adapting alongside customers and broker partners has been a focus for QBE in recent months and that approach will continue says Hill.
“It's so important that we keep the lines of communication open. We know this is just the beginning of a new way of working. What we need to be able to do is keep that adaptability and regular communication going in order to assist where we can.”
Tech and data led insight for the new world
To support our customers and in line with QBE’s long-term strategy, QBE is pushing ahead with its technology and data led business transformation which seeks to deliver a better experience and more data driven insight, explains Hill.
“We’re trying to improve our processes through digitisation. We want to be looking at our processes and understanding whether or not there are any pain points for the customer or the broker and eliminating those.”
Hill cited the People Risk partner reporting as a prime example of data led insight from QBE.
“It combines economic data and also our own data in order for businesses to make better decisions about how they've been impacted by COVID-19.”
Reflecting on where we’ve been
From our COVID-19 SME relief measures, to our virtual event series, we’ve worked alongside our partners to support our customers over this challenging time, says Hill.
"QBE be will be working on listening to what is and isn’t working, keeping the good stuff going and then mixing it with the things that worked for us before, all the while trying not to lose some of the great connectivity we’ve built during the COVID-19 period.”
Working together to navigate the road ahead
We’re keen to stay connected as we move forward, says Hill.
“We’ve started to get out and see some of you for face to face meetings over coffee as some restrictions ease - and you can expect more of that as we return to normal,” says Hill.
“Regardless of how we’re connecting, we’re here to support whatever the new business as usual looks like.”
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