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Arc Legal Group (Arc Legal), the specialist provider of ancillary insurance products and services...
Chey Jeffray holds an important role when it comes to fulfilling Arc Legal Assistance commitment to improving the legal expenses claims journey. As Claims Development Manager, her role is about enhancing and streamlining the customer journey.
Chey joined Arc Legal in 2014 and prior to her current role, was a Senior Claims Advisor in our Claims Department.
Here she tells us about her role and why she’s motivated to help customers.
What does your role entail?
“As Claims Development Manager I am responsible for the management of our First Response Team and am a key link between the Claims and First Response Departments. I am responsible for developing processes and managing the interface of customers, and our panel solicitors, which is a particularly important part of the claim notification stage.
I ensure our operational processes are working efficiently on a day-to-day basis and help to improve and streamline the customer’s claim journey.”
Why were you brought into your new role?
“As Arc Legal continues to develop and grow, the need to consistently deliver excellent customer service is very important to us. Therefore, my role is to help support, develop and implement processes to ensure the continual improvement of the customers’ claim journey and experience of working with Arc Legal. This involves working with customers, panel solicitors, our corporate partners and other service providers.”
What Projects have you been involved in to achieve this?
“I am involved in a number of ongoing projects throughout the business. Recently, I have been working closely with the panel solicitors who provide our legal helpline services, ensuring they are always available to provide legal advice for our customers, as well as working with them to improve the customer journey right from the initial claim submission.
Our Online Claim System (OCS) is a quick and user-friendly service to help customers submit their claim details. I am involved in ensuring the legal helpline advisers have experienced this service themselves, so that they are able to provide first-hand advice on how efficient and easy the OCS is to use, avoiding any delay in posting or emailing us their claim.
Since the launch of OCS, I have seen an improvement in our efficiency of dealing with customers’ claims. An important part of this has been the design of the OCS ensuring we ask for the appropriate information and provide an easy way for customers to attach all the supporting documents needed when submitting their claim. This ensures our First Response Team are able to validate cover effectively and the Claims Department have all supporting documentation to assess the claim fully. The customers’ response to OCS has been very encouraging and now c.45% of all claims are submitted via the system.”
What challenges do you see in your role?
“I wouldn’t call them challenges as not one day is the same. I believe processes will always need to be adapted and evolved as we continue to grow and develop the business. Therefore, I don’t feel that a project is ever finished, there will always be ways to improve and that’s what motivates me to help the business to continue to offer a superior service to our customers.”