Plum takes control of claims with single dedicated service

Home insurance managing general agent (MGA) Plum Underwriting has consolidated its outsourced claims operations into a single streamlined service.

Plum has replaced its panel of five independent third-party administrator (TPA) claims suppliers with a single operation, working in partnership with Lucas Claims Solutions (LCS).

The MGA’s claims handlers and technicians are based in a new claims centre alongside the firm’s underwriting and support centre in Basildon, Essex, led by the senior claims management team of Colin Herrington and James Brett.

Plum has developed a bespoke claims system that is fully integrated with its existing underwriting systems to enable real-time policy validation at claims notification and deliver detailed data and management information to all stakeholders.

David Whitaker, managing director at Plum, said: “The launch of our new claims centre together with investment in new technology will enable us to not only have a closer alignment with our focus on high levels of customer service but also provide us with greater control of the customer journey with the resulting speed and claims cost benefits.”

Kenny Thompson, group director at LCS, said of the partnership: “We are delighted to be working alongside Plum Underwriting in a forward thinking partnership to develop a new TPA claims model.”

“This new claims model, utilising very experienced claims handlers with a realistic volume of new claims to handle, will create a new way of thinking in the market and ultimately deliver the first class service that today’s policyholders demand.”

Mark Dugdale