The Exeter has appointed Tim Weaver as head of customer experience – claims and will now lead its income protection claims team.
Weaver first joined The Exeter in January 2023 as head of operational planning and workflow.
Before joining The Exeter, Weaver was head of operational planning at LV=. Prior to that he was at Legal & General as operational planning and MI manager.
In his new role, Weaver will guide the team through ongoing transformational change, focused on developing the customer experience for The Exeter’s members.
This will be achieved by complimenting the expertise of The Exeter’s claims team with further investments in technology – something that is of increasing importance given the ongoing demand for income protection claims assessors within the industry.
His appointment follows the recent news that £11.3m was paid out to The Exeter’s income protection members last year, with 96% of income protection claims being paid. In total, 93% of all claims across The Exeter’s full offering resulted in pay outs, with the insurer paying £41.2m in total to its members last year.
Claire Hird, customer service director at The Exeter, said: “I am delighted to see Tim take up this new role as we continue to focus on offering the best possible service experiences to our members and advisers – particularly at the point of claim.
“Tim’s experience of leading teams through change will be invaluable in enabling our team to deliver key strategic projects whilst ensuring that we continue to support those members who make a claim on their policies.”
Weaver said of his appointment: “I am excited to be working closely with such an experienced and dedicated team whose focus on delivering the best possible outcomes for our members is second to none.
“This expert approach, coupled with our ongoing investment in technology will enable us to raise the bar even higher when it comes to claims service in the future – a challenge that I am looking forward to meeting.”