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.

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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.

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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.

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Commercial Motor

Get fast access to the right commercial motor claims specialists from the outset and throughout the life of each claim.

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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.

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Real Estate

Fast and efficient handling of real estate insurance claims, providing sector expertise and personal service.

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Construction

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.

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HSE

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.

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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.

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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.

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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.

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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.

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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.

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Multinational

Whether our customers operate in a handful of countries or a hundred, we can meet the requirements of multinational claims around the globe.

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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.

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The right support for your customers

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Rapid claims settlement

With a notification within three hours, and an action plan within 48 hours, we put next steps and agreed progress updates in place, fast.

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Complex and major claims

With specialist handling to provide advice and support when things go wrong, to those exceeding £500k in value, where their size and complexity requires a project managed approach.

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Global claims

Wherever you or your customers are in the world, our global network of RSA offices and established network partners are on hand to help.

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The right expertise for your clients

Our claims handlers are supported by an establish global network of agents and surveyors who bring in additional external specialists as required.

Simple and efficient processing and tracking

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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.

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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.

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Claims contacts

When the worst happens our claims teams are here to help.

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Whiplash reforms

Our in-house specialists help protect businesses for the long-term – with focused support and long-standing expertise.

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Risk consulting

Our in-house specialists help protect businesses for the long term - with focused support and long-standing expertise.

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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.

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