Challenges of a Motor Claims Department

As with any industry sector, the motor claims industry is full of challenges. In most cases we focus on the challenges from external sources such as other companies and customers we have to communicate with, should the real focus be on how to identify and overcome internal challenges?

What are my internal challenges?

Regardless of your position within an organisation we as individuals all face challenges; these come in many forms on a daily, weekly, monthly or quarterly basis and often the root cause is people and/or process.

Is it the People?

It would be fantastic to have a dream team where everything was always perfect.  Unfortunately in business there is always a people element to consider. Do staff members all feel valued, motivated and are they able to prioritise their workflow with a clear target which is challenging but achievable?  Simon Sinek covers this in “leaders eat last” we as Human being’s all like to feel safe and secure at work, which is in our chemistry to enable us to work together better.

Is it the Process?

Does everything run smoothly? How can we really tell? Processes run the business but people run the processes! Fragmented departments without the correct tools and ability to measure success of the process can be damaging, the best measure is the feedback from the people running the process. We must ensure people understand the vision and purpose of the process and how that fits in with the business vision.  We also need to assess whether the team is having to or choosing to work harder as opposed to smarter. Another consideration is if process encourages staff to put up barriers that cause difficulties when dealing with external customers, are they too busy fighting or defending your process when dealing with other companies?

Are we a team?

Ask this question!  Think about what could have been done better to support colleagues, check their focus – are they individually outperforming everyone else to impress or are they relying on other team members to carry them?  All individuals have different outlooks when looking for or valuing success. A successful team has members which feel included and cared about. The entire team must understand what is expected of them, so they can set personal objectives, achieve goals and appreciate their current progress.  The team must be focused on their own success, but also see the bigger picture of how powerful collaboration will achieve ultimate success.

Achieving Goals together!

The road to greater success is always together, there is the old saying that two heads are better than one, three heads are better than two.  Human beings are wired to have interaction and we excel when we share our skills and reach higher goals, the basic genetics that have evolved us from a primitive beginning.  We always achieve more when we feel supported and encouraged, we also feel greater achievement and celebrate when we feel we contributed and gained as a team. This is how continuous improvement is achieved, by working together and having invaluable feedback from a team of engaged employee’s working to a common goal which is the Vision of where the business needs to go.

What role does every person play in solving challenges of a motor claims department?  A very big one, regardless of position or status!

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