International view behind the eyes of a Regional Claims Manager


The Central Claims Manager, gives us her opinion about the most current issues that are happening nowadays and explains us in what consist her work and the problems she  can face at an international level.

She works in a Security Multinational Company as a Regional Claims Manager and her work consists in providing  technical assistance and training for Claims Managers and staff. She has two partners that help her, give guiadance, rules and establish best claims practices within the Claims offices in France, Spain, Portugal, Italy, UK/Ireland, Cezch Republic, Bulgaria, Slovakia, Hungary, Rumania,  Norway, Germany, USA and Canada. They also are in charge of deciding which claims have to be investigated for avoiding the fraud.

Nowadays she is working in a global project that consist in changing the working method applied in the officies with the aim of reducing costs. This project is focused in the policy of Costumers Centricity, where the clients will be more satisfied.They are also provinding  free assistance  for the costumers applying the  wording friendly policy with the aim of working better and faster  just in changing the way of working and reducing cost.

One example is that the costumers will find easier and more accesible applying the claims from the web page. Another example is making faster the period of paying a claim, if before took  10 days now it only takes 3 days.

The company is linked with Northamerica as the headquarter of their officies is located in USA. They receive the orders and projects from there. Every operation and every mandate comes out frome the Home Office.

To understand better the topical issues occuring in Northamerica, she gives us her perspective, about the missing of the mexican students she thinks that Mexico is a country with a lot of population in the federal district and in the guvernamental organizations that are corrupted. She believes that students have always had the ideas for future changes, the reivindicative voices and that they represent the innovation and that is why they wanted to keep them quiet.

Taking all the mexican corruption to her working ambit, when they have claims in Mexico they always have to question themselves if this claim is true or not. Maybe the document is true but the claim is not because it is very easy to get a death certificate. So they frequently have to ask for a second verification.

Another matter of concern is inmigration “The problem of inmigration that is happening in the US can be extrapolated to any part of the world” she said. Also added that inmigrants usually look for places where they feel confortable at the time of speaking. In US lenguage is not a wall but the proximity of the border in mexico is a facility. She said that “ Stoping this is practically impossible, they have to adopt measuresfor making the country more atractive and, consequently, make mexicans want to stay there and not leave their country”.

She claims that US policy is improvable. When she was asked about how can we improve the US policy she answered that one of the most important aspects that US policy have is to improve the health care service. She said “ It is surprising how a first power as US is able to invest in army and in every single global noble cause and the organization of their health care system is only accesible for that part of the population that have money”. She also thinks that the pension system and everything related with the social security is very poor compared with Europe.

Universities are also a very stressfull problem that the US policy has. “their prices are extremely high”she added. The price of one normal university in the US has nothing to do with the price of one of the best private universities in Europe.

Summarizing the question she said that they have to organize better and redistribute the budget of the social systems.

Finally she was asked about what kind of problems could she find when she face the US burocracy and she answered that they want to control everything and that they are very strict talking about burocracy, sometimes claims formulariesthat are useless and that do nothing apart from driving the costumers crazy. They have to write lots of formularies answering stupid questions. One example of this is when we arrive to the US airport and the questionary that we are somited. Those questions are useless “ if you are asked about commiting a crime, that person is not going to tell you: yes, I´m thinking about putting a bomb in a museum!”.

With this interview, we can se how different our cultures are but it also shows how close and similarwe are between each other after all. She works in a Multinational Company and she travels frequently  and has a specialized view about what is happening nowadays, and this opinion can help her in her dialy work projects.

By: Rita Soriano Marín

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