Analytical Interim Claims Management

Short Term ResourceClaims Transformation Programme

Claims Cost

Claims Cost

Claims Cost

Claims Cost

Claims Cost

Claims Cost

Regulation

Regulation

Reviews

Analytical

Flexibility

UnexpectedFlexibility

Mediation

Metrics

Mediation Passion

Passion

PassionMotor

MotorMotor

Motor

Reinsurance

Risk Mitigation

Risk Mitigation

Risk Mitigation

Reinsurance

Property

PropertyOverflow

Overflow

Overflow

Lloyd’s

Personal Accident

Personal AccidentPersonal Accident

Personal Accident

Personal Accident

Integrity

Change

ChangePublic Liability

Public Liability

Public Liability

Public Liability

FSA FSA

FSA

Transition

Mentoring

ECFECF

ECF

Risk

Risk

Risk

SOX

SOXCustomer Satisfaction

Customer Satisfaction

Metrics

Interim Claims Management

Professional Indemnity

Professional IndemnityIntegrity SOX Interim Claims Management

Professional Indemnity

Transition

Efficiency

Efficiency

Efficiency

TimeUnexpected

Unexpected

UnexpectedLloyd’s

Unexpected

LitigationLitigation

Litigation

LitigationSolutions

SolutionsAudit

Audit

Audit

AuditControl

ControlSarbannes Oxley Lloyd’s

Lloyd’s

IT Project

IT Project

IT Project

Staff Loss

Staff Loss

Staff Loss

Staff Loss

Resource

Resource Strain

Reviews

Reviews

Reviews

KPIs

KPIsKPIs

KPIsResource

Solvency II

Solvency II

Solvency II

Solvency II

Arbitration

Arbitration

Arbitration

Arbitration

Short Term ResourceInterim Claims Management

Claims Transformation Programme

Claims Transformation Programme

CTP

CTP

Claims CostRegulation RegulationAnalytical

Analytical

UnexpectedFlexibility

Mediation

Metrics

Passion

Motor

MotorMotor

Risk Mitigation Property Overflow

Lloyd’s Personal Accident

Personal AccidentChange

Change

Integrity

Public Liability

FSA

Mentoring

ECF

SOX

Risk

SOX

SOX

Customer Satisfaction

Professional Indemnity

Interim Claims Management

Professional Indemnity EfficiencyTime

Unexpected Litigation

Solutions

SolutionsAuditControl

Lloyd’sLloyd’s

IT Project

Resource

Short Term Resource

Reviews

KPIsKPIs

KPIsSolvency II

Claims Transformation ProgrammeClaims Transformation Programme

CTPCTP

expected or unexpected!Change is constant –

Belvedere Mead – the place to come for Interim Management Solutions for the insurance and reinsurance claims community

Contents Page

Introduction 3

Why Belvedere Mead? 4

Who we are—Our Bios 5

Transition or Handover Claims Management 7

Start-up Ventures 8

Additional Short Term Claims Management 9

Claims Business Analyst for IT projects 9

Control Environment and Risk Assessment 10

Mentoring and Coaching 10

Mediation & Arbitration Services 11

Other Claims Services 11

Our contact details 12

Introduction

SOX, Solvency II, ECF2, Lloyd’s of London strategic plan for 2011, Claims Transformation Programme, Financial Services Authority Arrow visits – change is constant.

What contingency do you have in place to cope with the unexpected?

Every insurance and reinsurance company understands the importance of ensuring that its claims management function is proactive and efficient.

Insurers and reinsurers manage the total cost of claims efficiently within the increasing burden of the regulatory environment, where good customer service creates a real competitive edge.

Resource strain due to unforeseen events such as staff turnover or a significant piece of claims litigation is a risk that insurers and reinsurers cannot afford to ignore. Rising demands on claims managers divert attention away from desired levels of customer service and operational efficiencies.

Is the London Market being proactive in recognising the risks facing claims functions?

Belvedere Mead, staffed by market professionals aims to minimise these risks by providing executive level interim management solutions to insurance and reinsurance claims communities.

Founder Elaine Mason has a wealth of experience and provides resource flexibility to allow organisations to ride the ebb and flow of claims work without increasing fixed costs or headcount.

Factors that are important in today’s economic climate.

Why Belvedere Mead?

Belvedere Mead was founded by Elaine Mason, who has worked with a passion for claims in the London Market since 1982. Ensuring the right outcome of the claim - be it settlement or repudiation - is crucial but so, too, is ensuring that the claims process is as efficient as possible, as well as developing less experienced staff to their full potential.

Elaine knows only too well from her 30 years of experience that unexpected and unplanned events can disrupt the claims organisation of insurance and reinsurance companies, increasing their exposure to a variety of risks. From increased regulatory attention through to loss of business due to customer dissatisfaction, and from staff turnover through to increased claims litigation, each has serious consequences not only affecting the total cost and quality of the claims function but has potentially catastrophic effects on the company or syndicate.

Elaine has a wealth of experience covering a diverse range of insurance and reinsurance business classes. She combines superior technical claims management with a keen understanding of the operational side of claims management.

By providing flexible claims management resource to Lloyd’s of London syndicates and the London Market companies, when and where it is needed, Belvedere Mead can assist your organisation to maintain an even keel as the waters around become troubled.

Elaine Mason – Managing Director

Belvedere Mead founder Elaine Mason is a highly experienced insurance and reinsurance professional who has more than 30 years experience and who has managed a range of claims portfolios with values in excess of $500 million.

Dealing in both direct insurance and reinsurance, Elaine has worked in a range of classes including casualty, professional indemnity (including medical malpractice), motor, property, A&H and speciality lines. In reinsurance, Elaine also has experience in marine, energy, aviation and structured alternative risk transfer (ART) products.

Having worked in both the company market and for Lloyd’s of London syndicates, her experience ranges from handling large contentious individual claims to the management of high frequency/low value claims such as those seen in the travel insurance market.

With more than 25 years spent in claims management, Elaine is experienced in portfolio management, Key Performance Indicators and staff development.

She is passionate about ensuring that systems and internal procedures around the claims agreement and payment process remain efficient and as cost effective as possible.

An efficient and respected communicator, Elaine has a reputation as an honest, industrious problem-solver who has great integrity.

An Associate of the Chartered Insurance Institute, Elaine has been a member of several Lloyd’s Market Association (LMA) groups, including the LMA Reinsurance Claims Group, Claims Group for Lloyd’s China, LMA Claims Focus Group, and the LMA Non-Marine Claims Group.

Elaine started her insurance career with the Motor Insurers Bureau in 1979 and after three years moved into handling claims within the Lloyd’s of London and London Company Markets.

In 2010, after 14 years with ACE European Group, most recently as Head of Claims, ACE Tempest Re, International, Elaine left to form her own interim management company, Belvedere Mead, specifically to aid the claims communities in which she has spent so much of her career.

Paul Mason – Head of Operations

Paul Mason is co-founder of Belvedere Mead and a director of the company.

Paul has joined his wife Elaine to work in the interim claims management solutions company for the London Market and will work to grow the company. Paul started his career as a paralegal in a solicitor’s office in the mid-seventies before moving to the Motor Insurers Bureau where he administered the Uninsured and Untraced Driver Agreements.

In 1987, he joined the Head Office Claims operation for the City of Westminster Insurance Company, a subsidiary of AGF, (now Allianz) as a Claims Superintendent specialising in serious personal injury claims. He later returned to the Motor Insurers Bureau to head up the Green Card Bureau.

Paul has recently been working on the creation of Belvedere Mead and will be responsible for the company’s venture into social media.

Other consultants

With an extensive network of contacts, Belvedere Mead also has access to other consultants who are available to assist with specific projects as and when the need arises. This allows us to maintain the flexibility that we aim to provide to our clients.

Transition or Handover Claims Management

A senior manager leaving can create uncertainties within a team and demotivate the remaining staff if not handled properly and lead to poorer service. Whether the organisation decides to recruit internally or externally, Elaine is available to provide support and guidance to ensure there is a smooth handover from former to new employee, covering claim case load and internal responsibilities. As a result, there will be no loss of knowledge, no delay in critical business projects and the risks of staff turnover are minimised.

The Transition Claims Management provision has been designed to assist an organisation when they have an unexpected loss of a senior member of their claims team. Not only can such a loss, if not handled appropriately cause demotivation amongst other team members with associated loss of service, it can mean the loss of the voice of claims at the executive table. Embedded corporate knowledge is also in danger of walking out the door as the employee leaves.

However an organisation recruits, it is often the case that a direct handover from old employee to new does not occur. Elaine Mason will provide support and guidance to the organisation to ensure that there is a smooth transition from old to new employee.

Elaine will work with the leaving employee to ensure that there is a full and comprehensive handover of all aspects of the role, covering not only specific caseloads but all internal and external responsibilities.

This will allow Elaine to support the remaining team and continue to provide the claims voice on those crucial matters as they develop during the period. As a concluding part of the service, Elaine will provide a full and comprehensive handover to the new employee.

Start Up Ventures

When a new insurance company or Lloyd’s of London syndicate starts up, the one certainty is that they will have claims. It is the nature of the product that is being sold. The variables around the claims function are considerable and it is recognised that costs must be contained. Elaine Mason’s wealth of experience can provide the company with executive claims knowledge to assist the organisation develop and implement its claims plan.

Belvedere Mead can support a start-up or new division develop and grow its claims function while keeping its fixed cost overheads to a minimal level by providing a flexible management resource.

By combining a number of the services which are available as stand alone solutions a comprehensive cost effective package can be provided to support start up organisations, from producing a claims strategic plan through to individual claims handling covering the IT solutions and risk control parts of the function along the way.

We will work with your organisation to ensure that you receive the right level of claims expertise at the times when you need it. This allows the organisation to have an expert claims voice without the need to employ full time claims staff in the initial days of operating.

As growth is achieved and the portfolio of claims grows we recommend appropriate staffing levels and assist where necessary to ensure the right individuals are employed at the right levels, this ensures that the fixed costs are minimised whilst efficiencies are maximised.

Additional Short Term Claims Management

An increase in the demands, whether caused by internal projects or exceptional claims workload, can create a risk that needs to be mitigated. In tough market conditions, it is vital that all aspects of the claims management function are adequately resourced. Elaine can provide those additional hours to ensure the risks caused by heavy workload are minimised.

Elaine can be on site or off site and assist the incumbent manager in a variety of ways, such as taking ownership of a particular project, providing a sounding board for a particular case in litigation, dealing with authority referrals, or producing regular reports from the KPI. Elaine is flexible and her aim is to help ensure the claims function maintains its maximum potential and professional recognition.

Claims Business Analyst for IT projects

How many times has an IT manager heard the complaint that the claims system and process is not as good as it should be? How many times have you as claims managers had difficulty persuading your excellent claim adjusters to participate in the development and testing of new IT-driven system reviews?

Organisations can benefit here by utilising Elaine’s key knowledge and detailed approach to system improvement and efficiencies. She can be the link between your practitioners and the IT developers, meaning claims staff receive the ultimate product positively, which will drive efficiencies forward ultimately reducing your overheads.

Control Environment and Risk Assessment

As an insurance organisation operating in today’s markets, regulatory oversight is becoming more and more onerous. Risk committees are constantly assessing that key controls around the claims process, payment and reserving are maintained and suitable for purpose. Regular testing of such controls is necessary to ensure the significant risks of claims are acknowledged and minimised.

Elaine has previously designed and operated an extensive control environment. Do you need an independent practitioner review of the controls? Are they fit for purpose? Business must not be stifled by the controls but enhanced. Elaine can use her extensive knowledge to ensure the controls are effective with as little impact on practitioners as possible and that they are seen as being positive and productive.

Coaching and Mentoring

Are your staff getting enough of your own time to help them develop and maximise their contributions to the organisation’s goals? Are you helping them build on their own individual strengths?

Elaine can use her experience and enthusiasm to mentor your junior members of staff and act as a sounding board for their claims adjusting decisions. She can also help them maximise their own abilities, allowing you to concentrate on achieving your organisation’s strategic goals.

Mediation and Arbitration Services

Unfortunately, as organisations know, not all claims can reach an amicable resolution. Whilst many cases go to litigation, there are a growing number of matters that are reached in alternative forums of arbitration or mediation. If you need assistance with the process, please contact Elaine, who is happy to share her experience, on an active or review basis.

Are you a solicitor providing legal services to claims handlers? If so, and you would like a senior market practitioner to review the matter on an independent basis, please feel free to call for an confidential discussion.

Other Claims Services

Do you have a particular claims requirement that is best dealt with by using external independent resource?

Are you within best practice standards for items such as claim response times on ECF, coverholder or cedant audits, or internal peer reviews?

If you need additional flexible resource, call Elaine to discuss the benefits Belvedere Mead can bring to your organisation.

We hope this brochure has given you some food for thought as to the areas that Belvedere Mead and Elaine can assist you. We aim to provide flexible solutions to assist insurers and reinsurers minimise the risks of the claims organisation.

If you would like to contact us for a confidential discussion as to how we may be able to help then please contact us directly or via our web site.

For those of you relaxed with the world of Social Media we can also be found on Facebook, Linked In and Twitter, albeit our tweets do not yet make a song!

Elaine Masonm: 07817 423706e: Elaine@belvederemead.com

Paul Masonm: 07941 859848e: paul@belvederemead.com

Office49 Middle Bourne Lane, Farnham, Surrey GU10 3NJ, UKt: 01252 713534w: www.belvederemead.com

Registered Office: 49 Middle Bourne Lane, Farnham, Surrey, GU10 3NJRegister Company Number 07462110

Interim Management Solutions for the insurance and reinsurance claims community

© Belvedere Mead Ltd. 2011