Tim Weaver

The Exeter appoints Tim Weaver as head of customer experience – claims

Protection and health insurer The Exeter has announced the appointment of Tim Weaver as head of customer experience – claims.

Weaver, who joined The Exeter in January 2023 as head of operational planning and workflow, will now lead the income protection claims team.

Before joining The Exeter, Weaver held roles as head of operational planning at LV= and operational planning and MI manager at Legal & General.

In his new role, Weaver will guide the team through ongoing transformational changes, aiming to enhance customer experience for The Exeter’s members.

This will involve leveraging the expertise of The Exeter’s claims team and investing further in technology, addressing the increasing demand for income protection claims assessors within the industry.

This announcement follows the news that The Exeter paid out £11.3m to its income protection members last year, with 96% of income protection claims being paid. Overall, 93% of all claims across The Exeter’s offerings resulted in payouts, 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 added: “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.”