Our claims philosophy
Our claims philosophy is built around great customer service. To achieve this we’re committed to the following
- Speedy processing
- Prompt decisions
- Empowerment of technically competent staff
- Commitment to paying fair claims
- We will get in touch straight away
- We will allocate the best team member for your case
We believe in service-led technical Claims teams working with specialist service providers who are innovative, financially secure, client-focused and among the best in their disciplines.
Our Claims teams put the concept of Treating Customers Fairly at the heart of our service, ensuring our response satisfies both the customers’ needs and our regulatory duty.
We treat all parties involved in a transparent, fair and professional way. We’re proud of our record of delivering a high quality response and always try to improve our service.
Relationship management
We have a team of highly skilled Managers and Adjusters whose responsibilities range from technical review of claims submissions to relationship management.
We believe in building confidence between brokers, coverholders and our own Claims Management Teams at an early stage in the underwriting process, preferably in advance of any claims notified. We aim to shape a service designed to minimise risk. In the event that a claim arises, we provide support and guidance through processes agreed with you and your broker, designed to meet your needs and exceed your expectations.
Subject to any special arrangements in your policy, all our insurance services are easily accessible through our claims help and notification lines. We use the combined resources of our in-house experts and our trusted and accredited panel of claims handlers, loss adjusters, lawyers and network of service providers to create the right team to support you.