CLIENT ZONE

How has Covid-19 Impacted Your Workplace?

How has Covid-19 Impacted Your Workplace?

It is without doubt that every workplace worldwide has been impacted in some way due to Covid-19 and therefore we thought we would kickstart our series of blogs with this in mind.

 

As a company, we had to swiftly adapt to moving our staff from our head office to suddenly having to work from home.  For some this has been easily adaptable, for others, there have been a few niggles, however, overall our team have taken on the challenge and we could not be prouder of each and every member.  Toady we discuss the impact of Covid-19 with our Investigations Manager, Jamie Lankey and our Head of Conversation Management, Donna Emmett.

 

Donna Emmett WFHMeet Donna Emmett, Head of Conversation Management & Intelligence. Donna has been with RGI for 6 years and her knowledge has been priceless to our company in growing this sector of the business. Donna prides herself on getting the best results for our clients, completing a fast, thorough & cost effective way of investigating claims.

 

 

Firstly, how are you finding working at home?

I’m not finding it too difficult as I am quite motivated and organised with my work and home life, so the balance has been easy for me. Also, I did work from home occasionally prior to this so my set up was already in place.

I do miss the office environment and my colleagues, listening to other cases and the input from them on my claims. I especially miss the banter in the office as this often picks you up on those down days.

 

How has your role changed since lockdown?

I do not feel my role has changed dramatically as I am doing exactly what I was prior to the lock down, just the human face to face interaction, but I guess this is the same for everyone really.

 

What have been the biggest challenges?

Ensuring communication is kept with my team members and that they are coping ok and have everything they need. It can get quite lonely working from home.

I have also had a personal loss in our family during this time which was very difficult, but I feel that sometimes work helps take your mind of what else is going on in your life so has probably assisted me in this regard.

 

What is the best improvement made to the way you work?

I have learned to try and shut off at the end of the week where as previously I would be constantly thinking about work and cases I am handling. I think when you are working from home it is very important that you switch off as otherwise ‘work becomes home and home becomes work’, which is not good for your mental wellbeing.

 

What would you like to stay the same after the critical time ends?

The only thing I would like to stay the same is to probably encourage people to work from home more, if of course this is best for them. For me personally I would not like to do this full time as I feel the input from colleagues and the bond we have as a team is far too important to RGI. We are a Team at RGI, there is no ‘I’ in Team and every job we do is a team effort.

 

Do you have any predictions for the future?

I predict that I will win the lottery, but failing that I do believe that we are going to see a huge increase in fraudulent claims. I feel this will be mainly due to the financial strains which will be put on families and this may cause some to commit fraud in order to try and make ends meet, which is quite sad. Also, I do think there will be some opportunists just trying their luck and an increase in fraudulent rings using the virus to their advantage. We are already starting to see this now so I anticipate this will escalate. There will be insurance policies taken out to cover an event that has already occurred or that is about to take place.

I believe fraud will increase considerably and I encourage insurers to act now and put in place the correct resources to manage this adequately. I would suggest they review their indicators and update these to include Covid-19 related concerns. For our existing clients I would be happy to assist in this regard.

Outside of work I predict that people will become more appreciative of what they have and of other people as being isolated for so long makes people reflect more. I also predict that we will as a nation become more aware of hygiene, which is not a bad thing. Social distancing may become the new normal and face masks may be used by many for a long time to come.

I predict 2020 will go down in history for all the wrong reasons and our children and children’s children will be learning about this in History lessons. I am prepared for my Grandchildren or Great Children to ask ‘Nana, was you alive during the Covid-19 outbreak, what was it like?’ Hopefully we can forget that Liverpool won the Premier League for the first time having not work a league title for 30 years 😊

 

 

Jamie Lankey WFHMeet Jamie Lankey, Associate Director – Claims Investigation & Surveillance.  Jamie has been with RGI Solutions since 2008 and has brought with him considerable multi lines technical claims management experience.

 

 

 

Firstly, how are you finding working at home?

I have found working from home somewhat challenging at times having worked in places surrounded by people all my life. To go from an office full of people with the phones constantly ringing to a call every now and again was very odd. However, it has given me plenty of chance to get the washing hung out to dry!

 

How has your role changed since lockdown?

Luckily my everyday role itself has changed very little, however, during the period of lockdown a number of changes and challenges were faced in order that business as usual could be offered.

 

What have been the biggest challenges?

The biggest challenge I found was the complete shutdown on surveillance enquiries as no movement could be made by operatives or claimants alike. To overcome this I carried our SocInt (Social Intelligence) to provide a service in to what claimants were up to during Lockdown, which included some individuals breaking the measures in place.

 

What is the best improvement made to the way you work?

Lockdown has made myself work even more efficiently by effectively (if that was even possible!) using more digital means to provide information to all relevant parties; for example no longer having the risk of surveillance DVD’s going astray in the postal service and now providing access to clients by encrypted and password protected digital means.

 

What would you like to stay the same after the critical time ends?

I would like the way working digitally to remain the same as I find this to be a quick and effective to complete investigations. This would also include being in contact with people more via the likes of video conferencing, although I was starting to get asked the questions during the online quizzes!

 

Do you have any predictions for the future?

For the future I see a number of changes.  In respect of surveillance I see more medical examinations to be conducted remotely by the way of video link, as has been done during Lockdown.  Whilst some may see this as a challenge as we would not be able to follow the claimants to the examination and see it as a possible opportunity.  Claimants will not think after their video examination and this will therefore mean they will have their guard down and immediately afterwards go about their normal day to day routine.  Hopefully footage obtained during a surveillance operation compared to the recorded video medical examination and supporting report, would verify the claim or identify inconsistencies that could be raised.  I also see the way of investigations becoming more digitally enhanced which will in turn assist the lifecycle of clams for the better.

 

 

Should you wish to discuss any of your claims handling needs, then please do not hesitate to contact Claire Lyons, our National Account Manager, where we would be happy to discuss your requirements further.