ISO appoints Joe Pendle as Director of Client Services

  • To head up dedicated customer support team that enables European clients to optimise ISO's Claims Outcome Advisor personal injury claims solution

LONDON, Feb. 17, 2004 — Insurance Services Office (ISO) Limited, the U.K.'s leading provider of personal injury claims and anti fraud insurance services and solutions, has appointed Joe Pendle as Director of Client Services. Joe Pendle brings almost 25 years of claims handling and management experience to this role and joins ISO from the Motor Insurers' Bureau (MIB), where he was Group Operations Manager. He will head up ISO's European Client Services division to ensure that customers maximise their use of the ISO Claims Outcome Advisor (COA) solution to improve the consistency and accuracy of personal injury claims management.

Joe Pendle brings considerable experience of personal injury claims management and the management and implementation of IT systems to ISO. As Director of Client Services, he will play a key role in the development and roll-out of new claims and anti fraud solutions. At MIB, Joe Pendle was responsible for managing the organisation's 300 claims handling and support staff, and more than 75,000 motor claims each year. Prior to this, he was Unit Manager at Endsleigh's Docklands claims department where he was responsible for managing six teams handling personal injury, uninsured loss and recovery claims. Joe Pendle has also held a number of claims handling and management roles at AGF Insurance, Shead Motor Policies and Allstate Insurance Company.

Joe Pendle will report to ISO's Vice President Lee Fogle, who commented: "Joe's appointment as Director of Client Services will ensure ISO continues to deliver the highest level of customer service and satisfaction in the industry. Joe has a solid industry pedigree in claims management and a clear understanding of the issues involved in implementing new software systems to improve speed, accuracy and consistency. As a member of our European team, Joe will be instrumental in delivering ISO's new benchmarking and diagnostic services for claim organisations, and we're delighted to welcome him.

"A number of our clients use our COA solution as a hosted application because they want to deploy it as a business tool rather than an IT tool. Besides his responsibility for our data centre, Joe will work closely with clients to ensure they maximise their COA implementation and thereby maximise their business results. He and his team will show clients how they can make significant cost savings — just as we did for leading motor insurer Highway, which cut personal injury claims costs by 14 percent within just six months," Lee Fogle continued.

"For insurance companies and claims managers in particular, managing multiple dimensions of personal injury claims with file-based systems or first-generation personal injury claims software can be a real headache," added Joe Pendle. "Managers need access to meaningful data to make business-critical decisions and help improve the consistency and accuracy of claims handling. Claims handlers also benefit from tools within COA that provide extensive medical information and past claims data. Couple these factors with the real demand for anti fraud solutions, and it's easy to see why ISO is positioned well with the technology, people and processes to meet these requirements."

About ISO Claims Outcome AdvisorTM (COATM)
ISO Claims Outcome AdvisorTM (COATM)is the industry's first personal injury claims management solution that manages the multiple dimensions of insurance companies' personal injury claims portfolios. Using internationally recognised ICD medical codes, COA understands the severity and recovery implications of almost 20,000 medical conditions, including injuries, treatments, complications and pre-existing conditions, and 14,000 occupations. COA helps claims handlers, managers and actuaries manage the unique and complex medical, legal and occupational issues presented by personal injury claims and helps ensure appropriate financial arrangements are agreed upon and implemented. Claims handlers can manage all aspects of a case from first notice of loss to return-to-work plans, rehabilitation and damages.

About ISO
Insurance Services Office Limited (ISO) is the U.K. subsidiary of Insurance Services Office, Inc. — the premier source of information, products and services related to property and liability risk. For a broad spectrum of commercial and personal lines of insurance, ISO provides statistical, actuarial, underwriting and claims information and analyses; consulting and technical services; policy language; information about specific locations; fraud-identification tools; and data processing. Around the world, ISO serves insurers, reinsurers, agents, brokers, self-insureds, risk managers, insurance regulators and other government agencies. ISO customers in the U.K. include the Admiral Group, Axa, Chaucer Insurance, Highway Insurance, Rubicon and Zurich Financial Services. For more information on ISO products, contact ISO at, or visit ISO at

Release: Immediate

Giuseppe Barone / Erica Helton
MWW Group (for ISO)
201-507-9500 /

Mark Strang (ISO U.K.)
Tel: 01252 761055

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