Responsive, proactive, dynamic, innovative
We must continue our involvement in this situation; we are working to provide comprehensive support, adaptation and responsiveness as quickly as possible.
An unprecedented health crisis
This is an historic health crisis. As a result of this situation, we had to close all of our offices on Tuesday March 17, the day after the presidential speech. Confronted with this unknown situation, Stelliant Group and our entity dedicated to Corporate Risk (TGS x GMC) have adapted to support our employees and our customers. Priority was given to working remotely. On March 23rd and thanks to the involvement of all our teams, the Group returned to an almost normal level of connections, testifying to our operational capacity following this switchover. This responsiveness and the involvement of all our employees are to be recognized today.
Within 24 hours of the announcement of the planned containment, our loss adjusters and 70% of our support teams were operational throughout the country. All of them are able to use these new essential tools that have become an integral part of our daily lives: WhatsApp, Microsoft Teams, Skype and GoToMeeting. For the provinces, the IT and logistical needs were resolved in less than a week. Despite the constraints, an entire network in France and abroad proved its agility. From Paris to Hong Kong via Algiers and wider with Crawford & Company, our international network, our teams are committed to continuing to serve all of the insurance industry’s players.
A rethought approach to loss adjusting
We’ ve massively rethought our loss adjusting method. On-site assessment has given way to force majeure assessment (EFM).
Nevertheless, video and remote assessment are not new processes. Before this crisis, files with limited stakes were already subject to these methods on an occasional basis. Today, it is an automatic process. In simple expertise, in front of the insured, in contradictory situations, in front of colleagues, all our face-to-face meetings have been replaced by videoconferences and/or by phone conferences. Furthermore, some major files can also be secured by these new assessment methods in order to ensure the continuity of their management.
The schedules are undoubtedly disturbed and some of our processes are slowed down, but we are making efficient progress despite the situation.
Some figures since March 17
of meetings are maintained
in visio expertise
held by phone
Declining claims experience
Business is down, a substantial decline, with a turning point on 16 March, the day of the presidential announcement. A drop in the number of claims, which is quite logical and cannot hide the still significant needs in terms of loss adjusting. Our objectives therefore remain the same: to keep up relationships and provide answers to our clients.
Notwithstanding the current constraints, some claims require our presence. Such is the case of the Fire Causes and Circumstances Research (FCCR) where a quick intervention allows us to identify the ignition indices. In this specific case, the FCCR specialist, equipped to current health standards, goes to the site alone. A guard accompanies him to ensure his safety. This also applies to incidents requiring the use of protective measures, including the provision of reinforcements to avoid the risk of a building collapsing.
The assessment, whether remote or onsite, must continue to adapt to the new situation. We work for a global support, an adaptation despite the challenges and a reactivity as soon as possible. These are our commitments.