The past few months has shown us what can be achieved when we work together to deliver great products and services to our brokers and customers, says Jason Clarke, QBE’s Chief Customer Officer, Commercial Lines.
“I think we all know it's been a challenging year,” says Clarke. “We started the year with the devastating bushfires in Australia. Soon after came hail and storm events and now, of course, we're all dealing with COVID -19, which is impacting the way we do business, the way we work and the way we live.”
Working closely with Underwriting
We’ve seen important collaboration across all parts of our business, especially as the Chief Underwriting Office, now led by Phuong Ly, and the Distribution teams are now working more closely together than ever, says Clarke.
QBE’s new Chief Underwriting Officer Phuong Ly says his vision is to build a Chief Underwriting Office that strongly supports the sales teams.
“It's absolutely critical that we work closely with our distribution teams to understand the needs of our partners and customers and design products that are relevant and meaningful,” says Ly.
“I've been with QBE now for three months and it's been an incredibly enjoyable experience regardless of what's been happening more broadly in our world at the moment.
“The crisis has helped us listen to our customers and partners and galvanize as a team and strive to be relevant and fast.”
Ly points to QBE’s SME relief package as an example of working quickly to help customers through challenging times.
Renewals and getting back to the office
We’re ready and available to assist brokers during this busy renewal season, says Clarke.
“Our underwriters and our sales teams are here to assist you so that the renewal process is as smooth as possible,” he says. “Please don't hesitate to talk to our people about any opportunities and we'll be there to help.”
Gradual plans to return to the office are beginning to take shape, Clarke says. While our offices remain closed to visitors, relationship managers will increasingly be in a position to contact brokers to arrange face to face meetings outside the office.
Onsite risk survey visits will ramp up again following the use of desktop assessments over the past few months when physical site visits weren’t able to take place.
Thank you for your support
We appreciate your help and support while we’ve rolled out our customer and partner support measures and launched new ways of connecting and the response to our virtual events and coaching webinars has been particularly positive, Clarke says.
“A huge thank you for your support over the last few months, we really appreciate it and can't do this without you.”
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