The Challenge

ERS are the UK’s largest specialist motor insurer with an A+ rating from Lloyd’s who work directly with motor brokers to insure their customers.

The ERS leadership team wanted and needed the newly formed Claims Dispute team to take on an increased workload and to get better results. They understood and supported team performance improvement and were prepared to invest in them.

It was a brilliant example of understanding the need to focus on the team’s performance as well as results to get the overall impact that they needed.

We worked with the team over a nine month period. They are a front line team working in a busy and high pressure environment and had recently been formed as a new team of 15 from 2 smaller teams. They were all experienced, hard working people who were feeling under pressure and stressed with their individual work queues.

 

 

“We are now a team. We understand that we all have a role in that team and we are clear what that role is.

We work together to meet our targets to get the results we know we can and need to achieve. We recognise that we all bring something to the team and we lean on each other and utilise each others expertise.

The team now wants to continue to improve their performance in order to assist other areas of the business as much as they can.

We feel in control of our own and the team’s performance, we have confidence in ourselves that we can achieve the results we want by working together and we are now connected as a team.”

Programme feedback
Rosalind Davies | Team Leader / Solicitor | ERS

The Work

The team embarked on an elite team journey with PlanetK2 which began with a two-day kick off session followed by a series of both team and individual coaching  sessions over a 9 month period.

During the initial two days we introduced the core team principles of Why, What and How (Why the team existed – i.e. its purpose – What would tell the team it’s on track and How the team needed to perform).

High performing teams have great role clarity, they understand their strengths, (both their own and other team members), they hold themselves mutually accountable and they’re great at learning – and these are all things that we focused on over the two days.

 

 

We also introduced the team to the 3Cs of motivation – control, confidence and connectedness – to help the team build their collective motivation together.

Over the course of the programme, during the ongoing team and individual coaching sessions, we reviewed how well the team were doing what they said they wanted to do and adjusted as we went. The team built momentum.

The Impact

Feedback from the team members, on a personal and organisational level, was outstanding. Team performance transformation was evident. Immediately there was a greater acceptance of the team conditions as a part of their performance challenge.

People understood why their role was important, the relevance of their team in the organisation and how they could make a greater difference.

“Since staring the programme, we have seen a 13% increase in the volumes of cases we have settled, quality audits scores have improved by 9% and the level of avoidable litigation has reduced by 6%. These are all tangible improvements which will have a direct financial impact on the business.”

“We feel in control of our own and the team’s performance, we have confidence in ourselves that we can achieve the results we want by working together. We are now connected as a team having built strong working relationships with each other.”

“We recognise that we all bring something to the team and we lean on each other and utilise each others expertise. The team now wants to continue to improve their performance in order to assist other areas of the business as much as they can.”

“The PlanetK2 programme has been a complete turnaround with the way I think about my work. The programme has encouraged the team to work together, rather than just working as individuals.”

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