Page 15 - Turkinsurance Digital Magazine

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results will reflect positively on the market as the reduction of all around the world, we see that our processes are the same;
costs, reduction of the rate of misconducts, shortening of opera- however independent expert model is only applied in France,
tional processes and customer loyalty. Turkey and Spain. Due to its demographic structure and geogra-
phy, Turkey has more than one processes in terms of insurance
In your opinion, what are the major problems of experts op- expertise. Therefore, experts in our country need to have broader
erating in the insurance market? knowledge in their fields. According to us, this makes a positive
influence on the profession. When we analyze the loss process-
We are aware of the problems of experts operating in the mar- es of countries such as United Kingdom, Germany, and France,
ket. One of the major problems is pricing. On the other hand, we see that they have completely digitalized their loss operation
since a significant part of the operational processes are conduct- processes. Experts have left pen and paper, standardized their
ed by experts, they experience two kinds of pressure. First one is loss calculations; they manage their operations through a digital
the labor cost, second one is the workload created by operational process. We are also working on a project to determine how
processes, which can slow down the performance of our experts. we can implement those improvements, and initiated the stud-
As one of the dynamics of the insurance market, experts need ies this year. We will do our best to accelerate in the coming
to have a faster and more efficient communication line with in- terms. With this project, we will have completely digitalized the
surance companies. They encounter such events in the field that expertise and loss processes. Moreover, we have observed that
they may need additional support or information, when they are experts in Turkey are really competent in terms of insurance
required to make decisions about huge losses. They also need claims fraud. We have clearly seen during our meetings with
an efficient communication network to use while submitting the both Association of European Experts and International Fed-
claims/requests of policyholders to insurance companies. Some- eration of Automotive Experts that Turkish experts have higher
times, processes or decisions that may influence the independ- sensitivity about insurance fraud, due to the traditional structure
ency and objectivity of experts are left out to experts to handle. of the market and the influences of Insurance Information and
This naturally creates conflicts and problems. This issue should Monitoring Center (SBM). We wish to create a new culture of
be addressed by the insurance market very sensitively. expertise in Turkey; this is our starting point. We have built a
new expertise model that positions human in the center, is inte-
What are the positive and negative aspects of expertise ac- grated with technology, and can address the requirements of this
tivities in Turkey, compared to other examples around the era and requirements of policyholders. We are improving our
world? processes so that we can carry the profession of expertise into
the future. At this point, I clearly see that experts in Turkey are
We are also a member of the International Federation of Auto- supportive of this change as well.
motive Experts. We do not have huge differences compared to
other experts around the world. When we examine the processes
Zeynep Tütüncü / zeynept@bestyayincilik.com