IHG case study: Delivering Fast and Effective results in Claims Management
Tuesday, June 23, 2015
10:00 am EDT | 3:00 pm British Summer Time
IHG, a British multinational hotels company with a terrific brand name, keeps their customers’ satisfaction top of mind in every aspect of their business, including in all issues related to risk management. IHG wanted to be certain they were as proactive and responsive as possible to customer issues.
- To protect the brand
- To provide their customers with a quick and easy way to record dissatisfaction or incidents so they can resolve issues quickly
- Disparate systems – lack of visibility with numerous TPA systems and internal systems
- Multinational company with multinational customers
- Franchised operation
- Facilitate the expedience with all the process surrounding claims
- Ensure notifications, quick resolutions of issues, making sure payments are made promptly, making sure letters and any correspondence to guests go out in the appropriate language
- Single risk management work platform to warehouse all data and analysis in real time
Join the webinar to hear the IHG risk management vision and ROI
Meet the Panel:
Iain Hovell is Director of Insurance within the global Risk Management Team of IHG plc. IHG is one of the world’s leading hotel companies, with 161 million guests nights per annum, 697,048 rooms in over 4,700 hotels in nearly 100 countries around the world. Iain’s core activities involve insurance placement, contractual management, claim oversight and risk analytics. Iain joined IHG in 2012, prior to this Iain worked at Rentokil Initial plc for 10 years as Group Risk Manager covering Risk and Insurance related activities. During this period, Iain developed a number of award winning solutions related to proactive claims management, fleet management and business continuity.
Geraldine Trouve joined Riskonnect as Senior Account Manager in December, 2014. Geraldine’s experience in insurance and risk management spans more than 14 years and her ability to navigate complex business environments while ensuring quality service delivery will be of tremendous benefit to RIskonnect’s EMEA clients. Her career began with Worldwide Assistance, Inc., where she worked as a quality assurance analyst from 2000 to 2006. Geraldine worked at CS Stars as a Senior System Consultant in the EMEA Region/AVP until November 2014 where she focused on delivering custom solutions for a broad spectrum of EMEA clients. Geraldine now brings that same dedication to excellence in service delivery to Riskonnect’s clients. Geraldine graduated with her Master’s Degree in Medical Law in France, from where she originates.
Kelly Barton, Vice President, Operations, leads Riskonnect’s operations, marketing and communications efforts. She has 20 years of experience building and managing marketing and communications for rapidly growing entrepreneurial and publicly traded companies. She leads a dedicated team, focused on maintaining high standards of innovation and client satisfaction. She provides high-level organizational leadership, sets new standards and improves operational policies and procedures. Her specialties include product expansion and roll-out, utilization of cutting-edge technology to market and grow companies, website development, SEO and demand and lead generation programs to name a few.
Previously, Barton was Vice President of Communications and Product Marketing at Metro Networks, Inc., a wholly-owned subsidiary of Westwood One, Inc. Westwood One is the largest provider of audio content in the United States. Barton has also advised other entrepreneurial start-ups including Nihon Traffic Network in Tokyo, Japan and Australian Traffic Network in Sydney, Australia. Barton’s expertise in raising capital and program development for not-for-profit organizations has become a model for other not-for-profit groups nationwide. She received a Bachelor of Arts in Communications and Public Relations from Berry College.