Catch the client emails your insurer must hear about
Reads each client email for a claim, a circumstance, a business or policy change, and a client playing it down. The handler decides what to notify.
Try it on this example
Email subject: quick update
The client's policies, from the broking system: Professional indemnity (claims made); employers' liability; public liability; office contents.
Client email
- Does the email report a loss, damage or injury that has happened, or a claim already made against the client?No73%
- Does the email mention something that may lead to a claim against the client?Yes99%
- Does the email describe a change in the client's business, activities or property that the insurer may need to know about?Yes98%
- Does the client ask for a change to their cover, or ask whether their cover needs to change?Yes98%
- Does the client play down a matter, or ask us not to tell the insurer?Yes99%
- Does the client express dissatisfaction with our service, advice, decision or conduct?No93%
- How soon should the account handler act on this client email?Today100%
- Does the email say enough about each matter it raises for the account handler to judge whether an insurer must hear of it?Yes85%
These are real answers stored from one run on this example.
The prism behind it
Catch the client emails your insurer must hear about
Fields
- Email subject
- Client email
- The client's policies, from the broking system
Context
We are a UK commercial insurance broker. Every email a client sends to an account handler is read here on arrival, beside the list of policies we place for that client. A client's policies usually require the insurer to be told of a claim, of a circumstance that may lead to a claim, and of certain changes in the business or its property, within the time the policy sets, often "as soon as reasonably practicable". Under a claims-made policy, such as professional indemnity, a circumstance notified while the policy is in force can usually attach to that policy if a claim follows later. A matter mentioned to us and never passed on can leave the client without cover, and us facing a claim for our error. Our rules: - Anything that may need to go to an insurer reaches the account handler the same day. The handler reads the policy wording and decides whether and how to notify. - The client saying a matter is nothing, or asking us not to tell the insurer, never changes that. The handler explains the notice terms to the client. - Any dissatisfaction with our service or advice goes to compliance the same day. - Nothing here decides whether a matter must be notified, and nothing is sent to an insurer from here. Policy periods, dates and wordings are in our broking system; nothing here reads or compares dates.
Questions
Does the email report a loss, damage or injury that has happened, or a claim already made against the client? Yes / No
Count a loss or claim anywhere in the email, even as a side point. A claim is a demand for money or other redress made against the client. A complaint or a warning that stops short of a demand is a circumstance, recorded by the next question. Yes: The email reports damage, a theft, an injury, or a demand for money or redress made against the client. No: The email reports no loss and no demand against the client.
Does the email mention something that may lead to a claim against the client? Yes / No
Count a complaint from the client's own customer, an allegation of an error or delay, a threat of legal action, someone "reserving their position", a regulator's enquiry, or a mistake the client has noticed in its own work. It counts even when the client says it is nothing. Yes: The email mentions at least one matter of this kind. No: The email mentions nothing that could lead to a claim against the client.
Does the email describe a change in the client's business, activities or property that the insurer may need to know about? Yes / No
Count new activities or services, work in a new country, new or closed premises, a building left empty, building works, a business bought or sold, or a large change in staff or turnover described in words. Yes: The email describes at least one change of this kind, made or planned. No: The email describes no such change.
Does the client ask for a change to their cover, or ask whether their cover needs to change? Yes / No
Count a request to add or remove a vehicle, a location, a person or an item, to change a limit, or a question such as "does that need anything on our insurance?". Yes: The client asks for a change to a policy, or asks whether one is needed. No: The client asks for no change and asks no question about their cover.
Does the client play down a matter, or ask us not to tell the insurer? Yes / No
This is shown to the account handler so the client's view does not decide the notification. Yes: The client says a matter is probably nothing, just for information, not worth reporting, or asks us not to pass it on. No: The client says nothing of this kind.
Does the client express dissatisfaction with our service, advice, decision or conduct? Yes / No
Use our rules in the context. Dissatisfaction counts whatever the main purpose of the email, and whether or not the client uses the word "complaint". Frustration with an insurer, a supplier or the client's own customer is not dissatisfaction with us, the broker. Yes: The client is unhappy with something we did, failed to do, advised, or decided. No: The email expresses no dissatisfaction with us.
How soon should the account handler act on this client email? Scale
Rate the most urgent matter in the email. Use words such as "today", "tomorrow" or "next month"; do not compare dates with today.
Does the email say enough about each matter it raises for the account handler to judge whether an insurer must hear of it? Yes / No
Yes: For each matter, the email says what happened or is planned and what it concerns, clearly enough to judge. No: At least one matter is too vague to judge, such as "something happened on site, can you call me".
Lens columns
claim_or_loss, claim_or_loss_probability, circumstance, circumstance_probability, material_change, material_change_probability, policy_change_requested, policy_change_requested_probability, client_downplays, client_downplays_probability, complaint_expressed, complaint_expressed_probability, urgency, urgency_average, enough_information, enough_information_probability
Run it on your own text
Add this prism in the app, change any question, and test it on a file of your own.