10 Jan 2023
by Jenna Smith
What is your role and where do you work?

I am a Public Sector Claims Consultant for Marsh, helping our clients reduce their total cost of claims. I work on claims-related projects such as claims audits and delivering training. I also act as a referral point for our client services teams when there is a technical issue with a claim. 

What is your expertise, specialism or main area of interest?

Local government risk and claims are my main areas of expertise as I have worked in that sector for over 20 years, both as an insurance manager and broker. I have a particular interest in complex losses.

Is there a particular aspect of your work you are interested in or passionate about?

I enjoy the fact that no two days are the same. The nature of claims being presented continues to evolve and test policy wordings on aspects not seen previously. Just while answering these questions I received a request to provide advice on jurisdiction on a libel and slander claim and to work on a high profile catastrophic injury case. I love this varied and technical aspect of my role.

What are you working on currently?

I'm currently working on some claims file audits for a council and a blue light service. We review the claim handler's files to ensure they are delivering a quality service and recommend improvements to reduce the total cost of claims. 

I'm also working on an environmental, social and governance (ESG) project. ESG is an area that is increasing in public awareness and expecations. The public sector exists to enhance the wellbeing of communities so is at the heart of ESG, therefore this is an area that can only grow in importance.

What topics and trends are emerging?

The cost of living crisis will undoubtedly change the claims landscape and we can expect to see an increase in claims made against public service organisations at a time when there will also be increased demand for their services.

But it is catastrophic injury claims, particularly when young people are involved, that will always be a top concern. The growing number of incidents involving cyclists is disconcerting, as is the association of neurological impairments being attributed to contact sports, such as the wonderful game of rugby.

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