Collectively, auditors spend much more time in a coverholder’s and claims third party administrator’s (TPA’s) office than carriers, gleaning valuable information which is then typically left to be actioned by all the relevant underwriting stakeholders post audit.
But, first and foremost, is all the information gathered through this unique lens communicated sufficiently? Could more value be added in order to fully convey a total performance picture? Would verbal interaction with the auditor improve understanding? We think so!
Having reviewed hundreds – if not thousands of audits – over the last few years for clients, it is clear there is more information that could be garnered and shared with carriers from audit visits, which in turn could better inform future business decisions across claims, conduct, compliance and of course underwriting.

By holding triage calls or face to face meetings within two weeks of having received the report, all parties – including underwriting, claims, conduct, compliance, bordereaux management and other relevant colleagues – are in a position to gain more information outside the written audit report and priorities for any follow up actions can be set collectively and transparently.
The key benefits are:
- Access and distribution of facts and understanding. Reports can languish in emails. Actively bringing them to the table, with discussion and debate will lead to greater all-round knowledge of both the facility and the coverholder.
- All perspectives are heard, debated and connected. This format allows for a clearer, more holistic picture for everyone involved and gives better context.
- Questions can be addressed quickly and efficiently. Extensive email trails, which can often be inconclusive, are subsequently avoided.
- Priorities can be set collectively. Everyone buys into the agreed objectives. Underwriters, claims and the DA team can pursue the resolution of recommendations in a joined up, consistent and faster way.
- Auditors get real feedback and are thus more engaged and even more valued in the business. As they should be given their unique positioning!
The key point here is people. Arguably, this could be considered rather old school in the days of PPL, DASATS and the like! However, to get to grips with the complexity and variety of coverholder partnerships, clear channels of communication are essential. We strongly recommend the implementation of post audit triage calls.
D A Strategy have helped a number of clients with their Audit programmes in recent times. Please contact us if you have any questions or would like us to help you.
As always, we welcome your comments and debate.
Charles Rowley
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