Knock-for-Knock League
A league of rival insurers' third-party desks, with your own desk's fair-play score.
The job
Shows how third-party motor claims between the insurer and each rival are experienced in both directions. Uses this in cost recovery negotiations, and shares an anonymised, combined index with the industry body instead of swapping customer comments.
The moment
Rival insurers' desks that handle third-party motor claims are ranked in a league table, based on what each side's customers say about the other's desk.
The committee expects to see rivals shamed. Then the fair-play column turns the table around: on document requests, the rival's customers rate the insurer's desk worse than its own customers rate the rival's.
The claims director fixes the insurer's own document checklist first.
Three months later, both the insurer's fair-play score and the rival's desk have improved.
What it does
- Log a negotiation note or commitment
- Send the internal brief to the recovery team
- Create a fix task for your own desk
- Send the anonymised market index
- Show the evidence
What you see
Football league table with a match report per counterparty and a fair-play column
What it moves
The median wait customers describe on each rival's desk and on the insurer's own, the share of policyholders chasing the insurer about a rival's desk, and the days taken to recover costs.
Built for
- Compliance, complaints & legal
- CX leaders & VoC
