Presenting Specialist Claims Teams – Part 4
Ensuring lessons are learned: The Casualty Response Team
At The Swedish Club, we have formed five teams to pinpoint the specialist knowledge and experience of claims handlers across our offices. The Specialist Claims Teams have leading roles on competence development, enhancing decision-making, and pooling knowledge and expertise to improve services for our members.
With overall responsible for the claims work of The Swedish Club, Johan Kahlmeter, Director Claims, brings a vast amount of experience to his role, having worked in numerous claims, underwriting and managerial positions.
Johan represents The Swedish Club in several external contexts, such as the International Group’s Large Casualty working group, the Cefor Board, the Cefor Plan Revision Forum, and the Nordic Plan Standing Revision Committee. These are great settings for fostering relationships and facilitating collaboration on common challenges and initiatives.
Johan also heads up The Casualty Response Specialist Team at the Club. A key focus for him is the continued development of the Club’s Emergency Response Manual, which ensures that The Swedish Club has solid processes in place for dealing with large casualties. The specialist team oversees the Club’s training and education on topics relevant to emergency response, sharing ‘best practices’ and ‘lessons learned’ amongst colleagues.
Johan believes that the formation of Claims Expertise Specialist teams has increased focus on knowledge sharing between colleagues and offices, making certain that members get efficient and professional attention to casualties. “For customers, this approach ensures quality in our operations and that we have good processes in place for dealing with casualties,” he explains.
“This focussed approach on specialisation and in-dept competence, with improved knowledge sharing and communication between teams, has enhanced the Club’s corporate culture and ‘One Club approach’”, says Johan. Teamwork with people from a variety of cultures and backgrounds with a range of expertise is one of the attractions that drew Johan to working for The Swedish Club. He also enjoys the international aspects of the work and has spent time working in the Club’s office in Hong Kong.
The Casualty Response Team provides recommendations and guidance to claims staff in the handling of casualties, promoting a cohesive approach across teams and offices. Close collaboration is maintained with other Club departments, particularly Loss Prevention. The Casualty Response Team arranges regular casualty emergency response drills with claims staff to test the Club’s response capabilities and the adequacy of the Emergency Response Manual.