The claims team at Northumbrian Water plays a vital role in supporting the company’s day-to-day operations. Sam Reid, the Insurance and Claims Manager, shares her perspective on her role, the challenges facing the sector and how technology, particularly LACHS claims software, has transformed the way her team operates.
What do you enjoy about your role?
Every day is different, and that’s what I love about my role. The variety is immense. My team and I manage claims from every part of the business, which means we have a deep understanding of the company as a whole. We are constantly learning about different areas of the business and speaking directly with colleagues who are passionate about their work. This makes the job incredibly rewarding as does helping our customers, which is of course, at the heart of what we do.
What challenges are your sector facing?
Public and press perception of water companies can be tough, which sometimes affects how we are treated while performing our roles. We also face the challenge of keeping up with an ever-evolving landscape. New risks, such as the impacts of climate change and the increasing threat of cyberattacks, are adding additional layers of complexity to our work. These changes mean we must stay proactive in managing risks and adapting to new demands.
Do you face any specific insurance challenges within your organisation?
With a large and complex organisation like Northumbrian Water, managing insurance can be challenging. Gathering data and reporting on claims requires precision and efficiency. We have a broad range of insurance policies to cover various risks, so we must stay up to date with the latest offerings to ensure we are properly protected. It’s crucial that we align our insurance strategies with our risk appetite to stay ahead of emerging issues.
How are you addressing these challenges?
We’re constantly reviewing our processes to identify areas for improvement. It’s important for us to establish strong peer networks and collaborate across the sector. By working together and sharing insights, we can improve the way we address common challenges. This collaborative approach is essential to ensuring we are continually evolving and staying ahead of emerging risks.
How does LACHS help you in your role?
LACHS has been a game-changer for my team and me. It ensures the claims data we record is accurate and allows us to run reports across different areas of the business with ease. Monitoring outstanding workloads is much simpler, and when it comes to managing our insurance renewals, providing the necessary data is far more streamlined. Since we replaced multiple spreadsheets with LACHS, we’ve gone from having the worst data in our group of companies to the best. The software has completely transformed how we manage our data and has led to a significantly improved claims provision.
The system is now an integral part of our day-to-day operations. The level of information we can record has vastly improved, and it helps us work more efficiently and effectively. My team has embraced LACHS, and it’s become an essential tool we simply couldn’t do without. We’re excited about the upcoming release of LACHS 6, which promises even more features to enhance our workflows.
The Future of Claims Handling at Northumbrian Water
In a rapidly changing environment, technology and innovation are playing a crucial role in enabling companies like Northumbrian Water to navigate emerging risks and improve efficiency. By leveraging powerful tools like LACHS, myself and my team team can stay ahead of challenges, ultimately supporting the company’s ongoing commitment to delivering high-quality service to customers while managing risk effectively.
About JCAD LACHS
JCAD LACHS claims software is transforming the way water companies handle claims, offering a user-friendly, efficient, and accurate way to record and manage data. With its robust reporting capabilities and seamless integration into daily operations, LACHS is becoming a vital part of how businesses like Northumbrian Water manage risk and ensure operational success.
