Broker Portal FAQs (driven by ClaimCenter, our new claim system)
You can now register to make and track Commercial Property and Commercial Motor claims online through the Broker Portal. We've addressed your frequently asked questions about registering and using the Portal.
Access and register for the Broker Portal here.
You’ll need to provide:
- Your name, email and phone number
- The name and address of your brokerage
- An agency number (you will be given access to all your agencies)
We’ll then set up your access which will take up to 24 hours. Once we have approved your account we will send you an email confirmation.
To sign in for the first time you will use your usual work email address and set up a password. This will be supported by multi-factor authentication by text or email, or the Microsoft Authenticator app.
Yes. We have created two instructional videos to help you get started.
We have created a guide for Commercial Property claims, and another for Commercial motor claims, to help guide you through the Portal claim process.
Yes, customers/clients can register for the Customer Portal.
There is no single sign on facility currently. This means you will have to enter your individual login details each time you access the Portal.
You will be able to see claims with a reference starting with '001'. These claims started around April 2024 for both Commercial Property and Commercial Motor claims.
We're not migrating claims from legacy systems to ClaimCenter - they will run off in our legacy systems.
Claims with references with year prefixes such as '2019' and in the format 'AB12XY', for example, will still be accessible on Claims Online.
In the Portal, you can see all Commercial Property and Motor claims with a reference prefix of '001'.
Claims with references with year prefixes such as '2019' and in the format 'AB12XY' are only available in Claims Online, and not in the new Portal.
Our claims MI reports will include both claims set up on ClaimCenter and those from our legacy systems.
To sign in for the first time you will use your usual work email address and create a password. This will be supported by multi-factor authentication by text/email or the Microsoft Authenticator app.
You will be able to see claims with a reference starting with '001'. These claims started around April 2024 for both Commercial Property and Commercial Motor claims.
Currently, you can only notify and track Commercial Property and Commercial Motor claims via the Portal.
Commercial Property excludes:
- Construction, Engineering and Renewable Energy (CE&RE) claims
- Global Risk claims
- Real Estate claims
Please continue to notify these claims by telephone, email or post.
Yes. When a claim is submitted, you will see a claim number which will be in one of two formats:
000-00-NNNNNN – This is known as a draft (or ‘unverified’) claim number
001-01-NNNNNN – This is a fully created (or ‘verified’) claim number
Please do not provide a draft claim number to your customer. This number will change once details have been confirmed.
See further explanation about verified and unverified claims under Troubleshooting.
Yes, the MI will include everything registered on ClaimCenter.
No. RSA will only have a block policy on the system. We will not recognise any block policies at First Notification of Loss (FNOL). All claims will be manually verified by a claims handler.
Once a handler has verified the policy, the claim can be displayed like any other claim.
The limit for text files is 10MB, and for all other files is 25MB.
For any files you need to submit which are larger than this please contact the claims team.
They will provide a VueCloud link for you to use to provide the video footage.
Yes. You can use Live Chat to discuss any Commercial Property or Commercial Motor claim, regardless of when the claim was notified.
Live Chat is available Monday to Friday. 9am to 5pm.
Yes. You can still notify and track claims using the existing methods.
New claims notification
Commercial Property:
Email us at commercial.propertyclaims@uk.rsagroup.com, or call 0330 102 4100.
Existing NIG commercial property business that has been transferred to RSA (policy reference contains the prefix NM or NG), please email us at commercial.propertyclaims@uk.rsagroup.com, or call 0330 102 4100.
Commercial Motor:
Email us at new.motorclaims@uk.rsagroup.com or call 0330 100 0565.
Existing NIG motor business that has been transferred to RSA (policy reference contains the prefix NM or NG, or is a Commercial Van policy that starts on or after 2 September 2024), please email us at new.motorclaimsnig@uk.rsagroup.com or call 0330 041 3774.
Enquire about an existing Commercial Property or Commercial motor claim
Commercial Property:
Email us at commercial.propertyclaims@uk.rsagroup.com, or call 0330 102 4100.
Existing NIG commercial property business that has been transferred to RSA (policy reference contains the prefix NM or NG). please email us at commercial.propertyclaims@uk.rsagroup.com, or call 0330 102 4100.
Commercial Motor:
Email us at motor.claims@uk.rsagroup.com or call 0330 100 0565.
Existing NIG motor business that has been transferred to RSA (policy reference contains the prefix NM or NG, or is a Commercial Van policy that starts on or after 2 September 2024), please email us at motor.claims@uk.rsagroup.com or call 0330 041 3774.
There are several benefits of using the Portals for making and tracking claims. These features are designed to make the claim process easier and more efficient. They include:
- Faster decision making. The dynamic question set collects all the necessary information to make a coverage decision for most claims
- Instant communication with the claims team through Live Chat for quick queries. Any communication via Live Chat will be with an experienced RSA claims handler, during office hours (9am to 5pm Monday to Friday, excluding bank holidays). Following the Live Chat, you will receive a transcript of your conversation via email
- Ability to view the progress of claims. This includes payments, reserves, key milestone updates, notes between RSA, policyholders and any of your broker colleagues
- Receive settlement offers through the portal
- You can send a note to the claims handler in the Portal. You will be notified by email or SMS when our handler has replied. You will need to sign back in to the Portal to check their response
- Document upload – you can upload any documents required to support your claim, for example estimates or photos
- CCTV upload – you can upload video footage via the portal
- If you wish to receive auto communications regarding claims updates, you will need to opt in for this on the portal
- Automatic updates at key milestones of the claim, such as acknowledgment of your claim submission, change of claim owner, Loss Adjuster (property) appointments and supplier instructions
- Claim closure information including payments made
- Services screen displaying all RSA instructed suppliers, their contact details, and the latest repair updates in real time (motor)
- For property claims where a supplier is appointed, the broker portal will show updates. This is regarding the supplier’s progress in relation to repair/replacement, where available
If your Household Scheme is written via RSA Commercial, you may have access to those claims on the Portal.
You can contact your claims account manager to check.
You can notify and track Commercial Property and Commercial Motor claims on the Portal.
For other types of claims, please continue to notify us via email or phone as you have done previously.
No. Managing agents will not be able to use the Broker Portal. We are working on giving sub brokers and managing agents access to the Portal in the future.
Please go to your Microsoft account to reset your MFA.
If you’re experiencing difficulties accessing or using the Portal, please contact our property claims team, our motor claims team, or your claims account manager.
If you can't find a claim that you think should be on the system, please contact our property claims team, our motor claims team, or your claims account manager.
During the process of setting up a new claim it is possible for claims to become unverified. Examples include incorrectly inputting the policy number, block policies, or using an incorrect postcode.
The registration process uses the customer's address and policy number to verify policy information. Similar to data protection checks. If this information doesn’t match the policy, the claim will be marked as unverified (draft). This will limit what you can view and do on the Portal.
RSA will be prompted to go into the claim on ClaimCenter once the claim has been submitted on the Portal. A manual verification of the information will take place allowing the claim to be available on the Portal.
Once verification has taken place, this will be updated on the Portal in real time.
An RSA claims handler will be in touch with you or the customer (depending on contact preferences). This could be either via the Portal (by adding a note) or a telephone call.
Where RSA holds a block policy, the details will be unverified at the point a new claim is registered.
This status will remain until the verification process is complete.
Commercial Property and Commercial Motor are the first RSA Commercial Claims products available on the Portal.
We are taking this phased approach to ensure a smooth transition and minimal disruption.
You will receive further communication from us when other classes of business are added to the Portal.
You can also find updates on our commercial insurance page.
Yes, but not straight away. There will be a natural run-off of claims available to view on Claims Online once these are closed on our current claims handling system (CCS).
There will be dual running of Claims Online and the Portal while the claim volumes reduce.