Q & A

For years, small owner operators have thrived in our industry.  Their attention to individually tailored service has always attracted the attention of the bigger players who wanted to buy their culture in.  We have recognised that you cannot “buy” something that is endemic to the culture that exists in a small business, but what you can do is recreate it to ensure that everyone is exposed to the responsibilities and rewards of an individual entrepreneur. Our model seeks to harness this and at the same time, by formal contract and more importantly buy in to the concept, provide a self perpetuating drive for providing the best customer journey at every point and every level.  

Is this not just sub-contracting dressed up?

No.  Others within the UK market have looked and operate in environments where sub-contracting is utilised and prevalent and some of those appear to work very well. However, the difficulty with such loose arrangements is the lack of control.  Our model seeks to formalise an exclusive relationship between Delta Claims Services and the individual owner operator to the extent that we work as one company as opposed to an overflow mechanism.  They will at all times act as representatives of Delta Claims Services. 

Are you concerned about the generally conservative response of the insurance market to such radical plans?

Yes of course we are aware that our approach may be considered radical and perhaps audacious, but then most good ideas start in this way.   All we ask is for a fair hearing. We are providing a mechanism under which quality Adjusters can operate without the politics and hindrance of a large corporate entity.   It is a fact that owner operators in every walk of life provide better service because their futures are engrained in how the ultimate consumer/client responds. At a time when Insurers are expressing concern about inconsistency or lack of quality we believe we have found a model which will counter this and prove a solution to their needs.

How do you ensure correct selection of an individual to act as an owner operator?

We have developed a profile of what an owner operator should look like and questionnaires and interview techniques which will support this.  We have developed a pro active interview programme which will include psychometric testing, reviews of technical and time management skills along with a strenuous interview.

One thing is for sure and that is that we will not entertain those individuals who simply wish to buy a job.   This opportunity will appeal to those who are prepared to meet us half way in developing a business that will reflect their desires and our joint aims.

How will you deal with poorly performing owner operators? 

If you look at the current models that are out there, a poorly performing employee is perhaps the most difficult challenge that any employer has. Such is the legislative framework of the employer/employee relationship that one had to be very careful that set procedures are followed even when the failures are so patently obvious that everyone can see them.  We believe that our model sets a more positive framework to reward excellence in adjusting terms and consequently we can see less incentive for slippage and poor performance.  However, the contractual agreements in place are robust in terms of compliance with service level agreements and the individual operators will have to positively confirm acceptance of an assignment and that they are able to comply with the requirements of this prior to formal allocation taking place.  No system will ever be perfect, but we believe that we can truly build a culture where the greater incentive is to excel and this is closely aligned with financial rewards relevant to the level of input.

How do you intend to track performance?

We have developed a claims management system that is unique to the UK called FileTrac.  This has in built functionality to allow us to monitor all claims easily with a hierarchical alert structure.  Furthermore, it provides true paperless functionality and consequently sample audits can be undertaken remotely on a regular basis to assess, in real terms, what the performance level of an individual is. This will not simply be constricted by a statistical analysis of when calls are made, visits completed and reports sent.  Such triggers can always be circumvented by an individual but the quality of handling is always evidenced by looking at the incoming and outgoing correspondence in any given file.

Firstly, each operator will be required to notify the central allocation team of any absence and this will be accessible in any event through their central diary.  Consequently, new assignments will not be allocated during this period and in any other set of defined circumstances, as required by the individual operator.  If enquiry is made in relation to individual files, a buddy system will operate between neighbouring operators and they will at all times have access to claim files on our claims management system in electronic format. Consequently, this will be no different to any other adjusting practice operating out there and in many respects, due to the potential increase in financial rewards to the neighbouring operator, there are greater incentives to take on and deal with excess work levels at such times.

How do you ensure that operators have sufficient equipment to complete their job?

In the selection process, we provide potential operators with the minimum standard equipment required.  This is in fact a very basic list, the vast majority of which will not require significant purchases on the part of any business owner.  Access to a computer with a broadband connection, a digital camera, a measuring tape and a means of transport should not tax our target entrepreneurs significantly!  Consequently, access to creating one’s own independent business is within the grasp of every quality Adjuster out there with the only question remaining whether they believe in themselves sufficiently to take that next step.