At RHA Insurance Services, we believe that effective insurance is about more than arranging cover at renewal. Ongoing support, proactive claims management and expert advice can make a significant difference to both claims outcomes and long-term insurance costs. This case study demonstrates how our team helped an RHA member improve their claims position, strengthen their insurance programme and achieve a better renewal outcome through a more proactive approach.
The Challenge
An RHA member contacted RHA Insurance Services (RHAIS) for guidance on a motor claim that had been ongoing for several months. While they were not an RHAIS client at the time, they were able to access claims support as part of their RHA membership.
The member expressed frustration with the lack of communication and support they had received throughout the claims process, prompting our team to review the situation.
Identifying the Issues
Following a meeting with the member and our in-house Claims Manager, it became clear that the insurer was not the primary concern. Instead, the level of service provided by the incumbent broker was falling short.
Our review highlighted several gaps in support, including:
- No regular claims review meetings or management information.
- No proactive account reviews throughout the policy year.
- No broker support during insurer site surveys.
- Limited claims advocacy or strategic engagement with insurers.
- No meaningful claims analysis or risk management guidance.
Without proactive broker involvement, the member was effectively managing claims alone. Opportunities to challenge reserves, progress claims efficiently and improve claims performance were being missed, ultimately affecting their Confirmed Claims Experience and increasing long-term insurance costs.
Our Approach
We presented a clear plan to improve the member’s claims management and ongoing insurance programme.
This included:
- A dedicated Account Executive providing year-round support.
- A dedicated in-house Claims Handler acting as the client’s advocate with insurers.
- Access to the RiskPilot claims portal, providing real-time claims tracking, management information, trend analysis and risk reporting.
- Uploading historical claims data into RiskPilot to identify trends and opportunities to reduce future losses.
- Regular claims review meetings focused on improving claims performance and supporting future renewals.
The Outcome
Before renewal, the member appointed RHAIS as their broker, allowing us to immediately take over the servicing of their insurance programme at no additional cost.
Following a comprehensive review, we:
- Identified and corrected gaps in cover ahead of renewal.
- Took ownership of outstanding historical claims.
- Worked with insurers to reduce or remove excessive reserves on several long-standing claims.
- Improved the client’s Confirmed Claims Experience, strengthening their position in the insurance market.
As a result, we secured highly competitive renewal terms from a wider panel of insurers without compromising the quality or breadth of cover, while also delivering a financial saving for the client.
Summary
This case study demonstrates the difference a proactive insurance broker can make. By providing ongoing claims support, strategic account management and expert advocacy, RHAIS helped the client strengthen their claims profile, improve their position ahead of renewal and secure a more competitive insurance programme.
For haulage businesses, effective claims management isn’t just about resolving incidents, it’s about reducing future risk, controlling long-term insurance costs and ensuring you have the right support when you need it most.
Looking for More From Your Insurance Broker?
If you’re not receiving proactive support throughout the year, it may be time to review your current insurance arrangements.
Our team works closely with RHA members to provide dedicated account management, expert claims advocacy, risk management support and access to innovative tools such as RiskPilot, helping businesses improve claims performance and secure the best possible renewal outcomes.
Get in touch with RHA Insurance Services today for a no-obligation review of your insurance programme and discover how proactive support can make a real difference to your business.
