The greater focus on service in recent years has led to overall improvement in claims performance, which comes just in time to address new and emerging risks that will undoubtedly challenge the insurance industry over the next decade, according to the chief executive of Willis Group Holdings.

Speaking at the recent Swiss Re Americas Claims Conference held annually in Chicago, Ill., Joe Plumeri, chairman and chief executive officer of Willis, applauded the audience of senior claims professionals in attendance on a steady improvement in performance as measured by Willis’ own carrier-rating system: the Willis Quality Index.

The company initiated the index in 2007 to give insurance carriers direct feedback on a range of their services. The average score for claims performance across areas such as attitude, technical support, and timely approval and payment, has increased steadily over the last three years, Plumeri noted.

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