This Thursday October 26th, 2017, another line of duties was added to my responsibilities so I'm now also holding the position as Executive Vice President, MENA Motor Claims for personal and corporate lines for the QIC Group, which I'm very happy with and proud of. I believe it makes perfect sense to combine the business development of the commercial side with the claims side of the business
Aiming for the moments of truth
After all, the customers' "moments of truth" in insurance is when they have a claim and need to deal with their insurance company. By combining the business and claims in one large unit, we're now able to focus even more on delivering a cohesive experience throughout the customer journey for individuals and corporates
We will now be concentrating on refining the overall customer experience further and continue the positive digital development we've already deployed on the commercial side of the customer journey
I'm very well aware that it's not just enough to create a great online presence with all the right functionalities; the customer of the future expects much more than this; from ultra-quick service over seamless and coordinated communication through all touch points to self-serve and even active participation in co-creating an individual insurance product that fits exactly the customer's needs and wants
Another important initiative will be to embrace the digital development and assume a true holistic view, ensuring that digital penetrates all customer facing activities as well as our internal processes - we gather enormous amounts of data on a daily basis and we're learning how to truly reap the value hidden here, from faster claims handling to further premium refinements and enhanced customer experiences throughout their lifetime with the QIC Group
My main office will still be in Doha, but I'd expect my travel activities to increase as the number of my immediate management teams has expanded with more coordination across functions, departments and of course countries
Exciting times ahead and I'm truly happy to be in the center of action!