The Travelers Insurance Cos. has launched an interactive, on demand service for property and casualty insureds looking to manage and mitigate their business risks. The new service, called Risk Control OnDemand, connects Travelers risk experts with insureds through screen share technology to help identify and eliminate insured exposures.
Risk Control OnDemand is currently available to customers within Travelers property, workers’ compensation, general liability and auto lines.
Scott Humphrey, technical director for Risk Control at Travelers, says the carrier receives the most requests for loss control services in these classes, and more specifically for mitigating workers’ compensation injury risks from slip and fall, ergonomics, and post injury management; contractual risk transfer, insurance endorsements, and named insureds; construction issues; and hired and non-owned auto exposures, to name a few.
Nim Trager, vice president of casualty services, Risk Control at Travelers, says setting up a screen share between the risk manager and the insured provides an interactive approach, rather than leaving the insured to figure out the problem on their own.
“Our risk consultants can look at what a particular insured’s situation is and help them identify the best practices to fill the gap,” she says.
Trager says clients are matched ahead of time with the specialist best equipped to deal with their problem. The parties then access a secure site where they can discuss, analyze and problem-solve the situation.
Risk Control OnDemand is included on most Travelers’ commercial accounts, so there is no additional charge for the service. It is not currently available on the personal lines side, but there is a possibility of an expanded use of the service or approach in the future.
Trager says Risk Control OnDemand complements Travelers onsite consulting, where risk advisors physically meet with customers to address risk management needs, but the online service is another way of fulfilling this need without the expert having to physically travel to the location. Humphrey says they operate on the insured’s timetable and what their schedule allows, so it is a more flexible and cost-effective option for everyone.
It is important to note, says Humphrey, that this service is not a training or webinar, but a focused conversation using Travelers resources.
Trager says as more insureds look for more value-added services, particularly online options, using technology in this form will become expected.
“I think there is an immediacy that society as a whole is looking for solutions on their timetable. There is a sense of immediacy from when an issue is perceived to get an answer,” she says.
Humphrey says with so much competition in the marketplace, business clients want to know they are getting the most out of their insurer, and so do their agents.
“Something we have been hearing from agencies is they want us to help them demonstrate to the customer that they have made a good choice,” says Humphrey.
Humphrey says the expectation for technology options from consumers and agents is here to stay, so it helps companies differentiate themselves if they can implement and utilize a successful and customized platform.
“We are all working and utilizing technology more and more and we all want something instantaneously and we want it to be right, not generic.”
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