There are two principal reasons why so much emphasis is placed on the Claims function:

• First, it is vital that claims are managed and adjusted professionally as they represent by far the largest cost for an insurer and 
• Secondly, our aim is to be the best in our industry for customer service. The prompt and efficient handling and payment of claims is the key customer service which an insurer offers, ultimately building brand and goodwill.

Claims Philosophy

Brit Insurance's claims philosophy focuses on:

• A commitment to paying valid claims promptly
• Immediate and continuous dialogue with a client and
• Deployment of appropriate expertise through the empowerment of technically competent staff.

2006 Achievements

2006 was a year when the Brit Insurance Claims Department was able to demonstrate its market leadership position with an award winning response to the three hurricanes of 2005 (the Major Loss Award at the British Insurance Award Ceremony).

Claim handling process

In 2006, Brit Insurance directly handled an average of 6,775 new claims notifications and 31,500 outstanding claims reserve movements from our clients every month in addition to claims handled by our international coverholders and third party administrators and audited by the Brit Insurance Claims team.

Every claim is an opportunity for us to support our clients and brokers utilising Brit Insurance's significant expertise in third party defence, balance sheet protection, loss minimisation, restoration and business continuity. Our objective is to ensure fair, equitable and speedy resolution of covered claims.

As a further commitment to customer relations additional staff have been recruited and the imminent introduction of a new relationship management computer system will improve the logging of issues, reporting ability, quality of management information and root cause analysis.

2007 Priorities

Our priorities for 2007 take the form of three initiatives:

• Developing the "Treating Customers Fairly" initiative
• A review of fraud prevention and detection and
• Market reform and electronic processing - The London Market's target is for all new claims to be processed electronically by the end of 2007.  Brit Insurance fully supports and encourages this market initiative.