Delivering first class service
Delivering a first-class claims service is far more than what happens when your customer makes a claim.
Before a claim is made
We invest time to get to know our customers and what is important to them. Then we utilise joined-up thinking, involving everyone from underwriters and claims handlers to risk managers to ensure we are fully prepared.
Before an incident occurs, we’ll meet to gather information and intelligence. This allows us to run scenario tests on how we’ll respond and work in collaboration. Regular claims relationship health checks ensure that we stay on track together.
When a claim is made
Our Claims teams are focused on settling claims as quickly and as fairly as possible. A nominated and experienced claims handler will take clear ownership of each claim from start to finish with rapid referral to the right experts and specialists from our in-house teams and extensive supplier network partners.
We operate to agreed service standards but with a tailored approach to each claim to meet the customer’s needs.
After a claim is made
Discussions take place on how to avoid recurrence and agree how we can use the lessons learned from the claim to improve risk management and avoid future incidents.
Access is given to a suite of Management Information to help show the profile of claims across the business. We analyse claims history to identify trends and share this information with you.
Dedicated teams for all types of cover
Our dedicated claims teams specialise in a variety of sectors, making them well-equipped to support you throughout the claims process.
Accident and Health
Our Accident and Health claims team deals with claims from a diverse range of customers and companies, including universities, police federations and charities that work and travel worldwide.
Commercial Motor
Get fast access to the right commercial motor claims specialists from the outset and throughout the life of each claim.
Commercial Property
We understand the impact a property claim can have on your customer’s business. That’s why our dedicated teams will do their absolute best to make sure claims are handled quickly and efficiently.
Real Estate
Fast and efficient handling of real estate insurance claims, providing sector expertise and personal service.
Construction, Engineering and Renewable Energy
Claims for construction, engineering and renewable energy projects can be large and complex. We work with you at every stage to get the claim resolved as quickly as possible.
Liability – Employers’ liability, Public and Products (injury)
We offer end to end claim management by an injury claims handler: a single point of contact with specialist expertise. We act quickly to minimise any financial and reputational risks associated with a bodily injury claim.
Liability – Third Party Liability damage and Products (non injury)
We offer end-to-end claim management by a liability claims handler: a single point of contact with specialist expertise. We act quickly to minimise any financial and reputational risks associated with a third-party claim.
Disease and Environmental
We give you an expert team when you need it most. Disease and Environmental claims can be damaging financially and reputationally - we're here to help.
Marine
From rapid settlement of simple claims to more complex and major claims requiring specialist handling, our in-house capability and expertise – supported by an established global network of claims handlers and loss adjusters – work to get our customers’ businesses back on track as swiftly and smoothly as possible.
Professional and Financial
We have a breadth of experience in all Financial Risks classes, including Professional Indemnity, Directors & Officers (D&O) and Crime, we handle claims from accountants to zookeepers.
Cyber
When a cyber event is discovered, speed is crucial to minimise impact. That’s where we come in: our dedicated cyber claims team know the industry inside-out. It makes the difference between chaotic delays and organised precision.
Multinational
Whether our customers operate in a handful of countries or a hundred, we can meet the requirements of multinational claims around the globe.
Delegated
We carefully manage all risks associated with delegating claims handling to third parties and are committed to rigorous governance and control along with evidencing compliance to FCA regulatory requirements.
Service you can rely on
Get a fast response
With a notification within three hours, and an action plan within 48 hours, we put next steps and agreed progress updates in place, fast.
Stay involved
We work closely with you throughout the life of a claim. We ensure claims handling is tailored appropriately at all stages.
Know who to talk to
One person manages your claim from start to finish – so they know exactly what’s going on, and you know who to call.
Get it settled
We always focus on settling claims as quickly and fairly as possible.
Simple and efficient processing and tracking
Process property claims online
We’re very proud of our reputation for settling commercial claims quickly and fairly, but one of the key areas we can make sure that happens is at the point of first notification.
Working in collaboration with our brokers, we’ve created our e-FNOL (First Notification of Loss) portal, to allow commercial property claims to be submitted electronically.
Track claims online
Claims Online is our online portal where you’ll find all the information about an existing claim, including reference numbers, documents and current status. Log in or register to find out more.
Getting the nation’s favourite biscuits back on the shelves
When Storm Desmond put the McVitie’s factory under 1.5 metres of floodwater, we were part of the extraordinary effort to get the nation’s favourite biscuit maker back into production. Watch the video to find out more.