In today’s insurance landscape, procurement is essential. Setting clear commercial terms, defining service levels, and holding suppliers accountable form the bedrock of business relationships.
But these basics alone don’t create the kind of lasting partnership that drives real value, especially in claims and incident management.
In claims, the provider often represents the insurer’s brand, sometimes even more visibly than the insurer itself. For customers, the line between the insurer and its partners is blurred. Their experience with the provider shapes how they view their insurer as a whole. That’s why it’s crucial for insurers and suppliers to invest time in understanding each other’s businesses, values and expectations.
Nick Williams, CEO of AX and Motor Assist, explains: “When we represent another organisation’s brand, we have a responsibility to understand what that brand stands for and make sure that comes through in the way we deal with its customers. The relationship works best when both sides invest in it and have a clear understanding of what they are trying to achieve.”
While cost pressures are real, a narrow focus on price can undermine the ability to invest in technology, people and capacity. At AX, a long-term approach means collaborating on what good performance looks like, beyond just cost. Metrics such as claims outcomes, repair quality, resolution speed and customer feedback (including our Net Promoter Score of 71 and Trustpilot rating of 4.6) matter as much as the bottom line.
Technology strengthens these partnerships further. When insurers and aftercare providers are digitally integrated, data flows seamlessly, eliminating duplication and delays. Both sides work from the same information, giving a clear view of each claim and overall performance. Shared customer experience data enables consistent measurement, making it easier to spot areas for improvement.
Delegated authority is another opportunity. When trust and governance are strong, giving partners responsibility for parts of the claims process reduces hand-offs and speeds up decisions, delivering a smoother experience for customers.
Increasingly, partnerships extend to ESG objectives. Insurers want suppliers who share their environmental and social values. Motor Assist, for example, offers EV-for-EV replacements and its EValuate initiative lets ICE drivers try out electric vehicles, supporting the transition to greener motoring.
Ultimately, a true partnership in insurance is built after the contract is signed. It’s about investing time, sharing data, agreeing on meaningful goals and empowering trusted partners. In incident management, where the provider shapes the customer journey, that partnership is more than a contract, it’s a vital part of delivering value to both customer and insurer.
