Running 750 corporate accounts without drowning: what a broker’s week actually needs

Where a broker’s week actually goes

Ask any servicing team to log a week and the pattern is the same. Very little of it is placement. Most of it is:

• adding joiners and removing leavers, then chasing the insurer to process the change
• issuing and re-issuing e-cards
• answering HR about claims we don’t yet have an answer on
• rebuilding the same utilisation numbers before every renewal meeting

None of it is visible to the client until it goes wrong. When it does go wrong, it’s usually a claim, and the client remembers that at renewal.

Claims first, before the insurer sees them

We decided early that the claim is the product. Every claim comes to our claims team, Red Carpet, before it reaches the insurer or the TPA.

1. Audit line by line. Missing documents, wrong codes and gaps a reviewer would use to cut the bill get fixed on the client’s side of the table.
2. Push the cashless request and follow it until it’s approved.
3. Stay with the family. A named person, not a ticket number, until the claim is settled.
4. Argue the cut. If a claim comes back reduced or denied, we read the clause, build the case and take it back.

That’s how we settled 15,000+ claims last year and 50,000+ since we started.

We promise the fight, never the outcome.

Endorsements tracked until they’re done

A joiner isn’t covered when HR emails us. They’re covered when the insurer has processed the change. So every joiner, leaver and change is tracked to that confirmation, and anything stuck is flagged before an employee finds out at a hospital desk.

A screen instead of a phone call

HR teams don’t want more reports. They want to stop asking. So each client’s HR team gets one screen:

• enrolment status without spreadsheets
• every claim’s stage, live
• joiners, exits and endorsements, tracked until confirmed
• utilisation and renewal reports they pull themselves

Employees get an app with their e-card, their claims and their benefits in one place.

When a claim’s stage moves on that screen, it’s because someone at Ethika moved it. Our HR clients spend about five minutes a month on it.

Why it had to be one platform

Spreadsheets, inboxes and insurer portals each hold one piece of the picture, and the servicing team spends its day stitching them together. Over a decade we built that stitching into one platform, Ethika Hub, where the policy, the claim and the employee meet. It doesn’t replace the team; it gives the team one place to work.

What this looks like in numbers

Questions brokers ask us