Claims Product Classes

  • 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.

    When you’re abroad, faced with potential medical, travel and security risks, you want to be sure you have a team in place that’s agile and responsive. Our years of experience handling claims quickly and efficiently make sure you do.

    Our accident and health claims service includes:

    • Fast response to new claims – we provide notification within three hours and an action plan is delivered within 48 hours, advising next steps and agreed progress updates.
    • Working closely with you every step of the way – we ensure claims handling is tailored appropriately at all stages.
    • Dedicated claims handler – one person manages each claim from start to finish.
    • Focus on settling claims – our objective is to settle claims as quickly and fairly as possible.

    Tailored claims

    We have a tailored IS claims system for personal accident and travel, providing management information that’s bespoke to requirements to help manage and identify key risk areas.

    Travel assistance

    No matter where you are travelling in the world, Healix are available via our dedicated 24/7/365 RSA Assistance Line and through our RSA travel assistance app.

    Integrated seamlessly into our claims management process, Healix guarantees an efficient handover of information to our claims teams, ensuring that you get the best service and rapid support when you need it most. Some of the benefits include:

    • Effective case management - End-to-end medical and security case management combined in the same system to enhance efficiency and minimise duplication.
    • 24/7 support - 24/7/365 expert support and response in emergencies, managed from our UK operation centre.
    • Team of experts - Fully integrated, multilingual team of medical and security experts available round the clock.

    Baggage claims settled in 24 hours

    We can settle baggage claims within 24 hours if you give us the following five details:

    • Policy cover details
    • Claim circumstances
    • Details of the value of items being claimed
    • Payee details
    • Claimant details


    We use an online claims validation tool to instantly validate the loss, ensure prompt settlement, and offer a replacement service for electrical equipment (e.g. tablets and laptops).

     

    Download the app before you travel

    The ultimate travel safety companion, the RSA Travel Assistance App provides you with up-to-date travel information and advice and real time alerts on breaking news globally. Download the RSA travel app for guidance and contact information in the event of a medical or security situation while travelling abroad.

    The app includes:

    • An assistance call button – to put you in touch with our 24/7 Operation Centre, wherever you are in the world.
    • Quick access – to your RSA Worldwide Medical & Security Assistance policy details, including summary information on your cover.
    • Video training and education – to provide you with information to help make travel safer.
    • Non-emergency contact info – ways to contact us in a non-emergency situation.
    • Global alerts and country risk profiles – from around the world, with all the key information on the latest problems and what to watch out for.

    The app is available on Android and iOS, tap the links to download.

    Create your Healix account in 3 simple steps to gain access to the Web Portal:

    1. Complete Registration Form to create an account
    2. Enter RSA access code RSA1531522
    3. Click “Register"

    Download a PDF of claims information here:

    Download

    Create your account with Healix

    Create an account

    If you need to make a claim, you can find all the information you need here:

    Make a claim

    Find out more about our accident and health insurance:

    Group Personal Accident and Travel

    Download the app:

    Google Play

    Download the app:

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

    Protect your claims history

    Our team will look to contact the third party driver within one hour of claims notification, to protect your customer’s claims history.

    Repairs done right

    With our UK-wide network of repair partners we can provide solutions for standard and prestige cars through to light commercial and heavy goods vehicles. The service includes:

    • Courtesy vehicle (standard Corsa type vehicle or short-wheel based van)
    • Out-of-hours emergency response service
    • Urgent glass repairs and replacement wherever you are, with 24/7 national mobile coverage.

     

    Third party claims involving injury

    We have a dedicated, experienced and knowledgeable motor injury team to settle third party claims quickly and fairly.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Explore our commercial motor insurance products:

    Commercial motor insurance

    Download a PDF of motor claims information here:

    Download PDF
  • 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.

    Our commercial property claims service includes:

    • Express claims handling – for claims up to £5,000.
    • Real-time interaction – for claims between £5,000 and £10,000, live video streaming between the customer and our specialists.
    • Fast response to new claims – we provide notification within three hours and an action plan is delivered within 48 hours, advising next steps and agreed progress updates.
    • Working closely with you very step of the way – we ensure claims handling is tailored appropriately at all stages.
    • Dedicated claims handler – one person manages each claim from start to finish.
    • Focus on settling claims – our objective is to settle claims as quickly and fairly as possible.


    And we offer a wide range of services, depending on the complexity and needs of the claim:

    Emergency repairs – out-of-hours support

    • We put you in touch with a tradesperson from our carefully selected panel.
    • You pay cost of any work done, but where damage is caused by an insured event you can submit cost as part of your claim.
    • If damage is significant, we put you in touch with our loss adjusting service.


    In-house loss adjusting service (LAS)

    • We offer fast, efficient service and impartial advice to agree the best course of action for each claim.
    • Our office-based loss adjusters use video technology to deliver swift assessment and settlement of suitable losses (typically up to £10,000).
    • Our field-based commercial property adjusters carry out face-to-face, on-site assessments for higher value and complex losses.
    • Our LAS team has instant access to RSA Underwriting teams and policy details, enabling them to make quick claim decisions and authorise prompt claims payments to customers to help with cash flow for their business.


    Major and complex claims (typically exceeding £100k in value)

    Our large and major loss claims handling team is made up of our most experienced claims specialists. They have the skills and experience to manage major events and protect your customers’ financial and reputational interests. 


    Pre-loss planning and access to our risk management service

    We work with you and your customers to plan for serious losses with potential high impact to their business. Our technical claims specialists will consider a potential high-impact loss scenario, discuss how the policy may respond in the situation, what action we as an insurer may take, and if necessary what risk controls could be taken to prevent the incident ever taking place. 


    Supply chain

    We can draw on a comprehensive range of reliable service providers – from drainage experts to validation and replacement of content items. So your customers get access vetted suppliers who provide a range of property services at a competitive agreed schedule of rates.

    We ensure suppliers meet our challenging service level targets, delivering for your customers by monitoring each claim using a unique web-based platform to track both progress and costs.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about our commercial property products:

    Commercial Property Products

    Download a PDF of commercial property claims information:

    Download PDF
  • 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.

    In-house loss adjusting service (LAS) and external loss adjusters

    • Fast, efficient service and impartial advice to agree the best course of action for each claim.
    • Face-to-face, on-site assessments carried out by specialist construction adjusters.
    • Our LAS team has instant access to RSA underwriting teams and policy details, enabling them to make quick claim decisions and authorise prompt claims payments to customers to help with cash flow for their business.


    Major and complex claims (typically exceeding £100k in value)

    Claims above a certain size and complexity need a different, often project managed approach, so our large and major loss claims handling team is made up of our most experienced claims specialists. The team have the skills to manage major events and protect your customers’ financial and reputational interests. 


    Pre-loss planning and access to our risk management service

    We work with you and your customers to plan for serious losses with potential high impact to their business.

    Our technical claims specialists will consider a potential high-impact loss scenario, discuss how the policy may respond in the situation, what action we as an insurer may take, and if necessary what risk controls could be taken to prevent the incident ever taking place.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about our construction, engineering and renewable products:

    Explore products

    Download a PDF of commercial property claims information:

    Download PDF
  • 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.

    For cyber security incidents, we partner with leading providers Deloitte and cyber specialists Crawford to provide a fast and reliable claims service.

    Crawford have access to a variety of specialist IT forensics companies, law firms and other service providers – offering the full suite of services required for comprehensive cyber response.

    A typical timeline for our response is:

    • Within 5 hours of an incident, our investigation starts, we appoint experts and provide a clear discovery plan.
    • Within 24 hours our investigation is well underway, with regular updates to the customer.
    • Within 48 hours we have a clear solution plan, with referral to RSA experts for any further investigation.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about our cyber insurance product:

    Explore products

    Download a PDF of cyber claims information:

    Download PDF
  • Bordereaux experts

    Our specialised team has a wealth of experience handling insurance claims across all disciplines, and are particular experts at validating and analysing bordereaux received from third-party agents.


    Finding trends in the data

    We’ll help you and your customers to identify trends within the data, which may help improve their business.

    We work closely with you to manage delegated authority schemes – including providing support with claims funds.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about delegated business:

    Explore products
  • We transferred this business on 1 July 2019. As of 24 March 2020 the Mercantile Indemnity Company will handle all claims and have full authority for all business related to disease and environmental insurance.

    We notified brokers and customers that specified business of RSA Insurance (RSAI) was being transferred to Mercantile Indemnity Company Limited (a member of the Enstar Group of Companies) by way of an insurance business transfer scheme under Part VII of the Financial Services and Markets Act 2000 effective from 1st July 2019.

    For further information on which policies were transferred, go to: www.rsagroup.com/RSATransfers.


    Types of claims that are classified as Long Tail:

    • Asbestos
    • Vibration white finger
    • Industrial deafness
    • Asthma
    • Cancer
    • Occupational respiratory diseases
    • Other long tail disease related losses

     
    Types of claims that are classified as Short Tail:

    • Repetitive strain injury
    • Work related Upper Limb Disorder (WRULD)
    • Dermatitis
    • Occupational and work exacerbated Asthma that does not result from a long term exposure and does not feature a latency period between exposure and manifestation of symptoms
    • Infectious diseases


    Abuse claims

    Sexual and physical abuse (excluding stress/bullying/harassment). 

     

    If you need to make a claim, find all the information you need here:

    Make a claim
  • 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 – and we work with our partners Cunningham Lindsay, for informed liability decisions and quick claims settlement.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about our global general (public and products) liability insurance

    Global General (Public and Products) Liability
  • Get specialist claims support for non-injury liability claims.
     

    Technical experts

    You get specialised expertise for liability and product claims when negligence has been alleged against the company for causing damage to a third party’s property.

     
    Multinational insurance programme

    No matter where the claim occurs in the world, we’ll help your customer to get back on track quickly. Our global network of RSA offices and established network partners extends to more than 170 countries and territories.


    Loss Adjusting Service (LAS)

    • Our in-house loss adjusters provide you with fast, efficient service and impartial advice – for you and your customer to agree the best course of action for each claim.
    • Face-to-face, on-site assessments by specialist commercial property adjusters, when needed.
    • Our professionally qualified experts will work with you to help us quantify the claim being brought against the customer to deliver the best outcome for all parties involved.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about our liability insurance products

    Liability Insurance Products

    Download a PDF of third party liability (non-injury) claims information:

    Download PDF
  • We work closely with you to settle claims as quickly and fairly as possible –from the relatively straightforward marine claims, to more complex global claims that require specialist handling.

    With our marine claims service you get:

    • A team of specialists – a highly experienced team working to minimise disruption and get things back on track quickly
    • A global network – our marine claims adjusters work with a global network of claims agents and surveyors, so we can respond quickly, wherever the claim is
    • A strong partnership – we work closely with you and all parties involved, moving the claim to resolution as quickly as possible

     

    About our recoveries teams

    We speed up the process

    Our recoveries teams are dedicated to pursuing responsible parties to speed up the claim process at no additional cost.
     

    We take a hands-on approach

    We take a hands-on approach to recoveries, helping to reduce the total cost of the claim where third parties are responsible.

    We seek maximum compensation

    Working on your behalf, we seek maximum compensation to help protect your customer’s balance sheet and save them valuable management time.

    We help with uninsured losses

    When claims fall below large policy deductibles, we can offer a dedicated service to help you pursue uninsured losses at competitive fee scales.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Download a PDF of marine claims information:

    Download PDF
  • Whether you operate in a handful of countries or a hundred, we can meet the requirements of multinational claims around the globe.


    Worldwide expertise

    Multinational companies need a consistent, high quality, global approach to claims servicing with local market expertise. Our global network of more the 170 countries and territories means we have the local contacts and the right expertise to resolve claims fairly – however complex.


    Run globally

    We have a central office in the UK for international claims – but all of our local offices and network partners have delegated authority to handle claims up to an agreed financial threshold or complexity.

    Act locally

    We believe claims are best handled in their country of origin, so our claims service is delivered locally by our established network of trusted claims agents and adjusters to agreed service standards.


    Financial protection

    • Dedicated information platform – you can  monitor all transactions and claim progress, with claims recorded within 24 hours.
    • Local offices indemnified – Every office is indemnified against the financial impact of transactions across our global network (up to £5m).
    • Guaranteed full settlement – we guarantee settlement of all premium claims balances on all valid claims, in full.
    • Dedicated claims handler – with a single point of contact, managing your claim from start to finish.


    We understand the challenges faced by a multinational company across business segments, so we establish strong relationships with customer and broker before policy inception – and maintain proactive communication throughout.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about our multinational capabilities

    Multinational Capabilities

    Download a PDF of multinational claims information:

    Download PDF
  • Our in-house Professional and Financial risks claims team deals with all aspects of professional indemnity claims from accountants through to zookeepers.

    Effective claims solutions

    • Working with you to ensure claims handling is tailored appropriately
    • Nominated claims handler for each claim who manages the claim end to end
    • Focused on settling claims as quickly and as fairly as possible
    • Response to new claims notification within three hours and action plan delivered within 48 hours, advising next steps and agreed progress updates.

    Financial risks we can help manage

    • Directors & Officers
    • Charity & Trustees Assurance
    • Crime/Fidelity Guarantee
    • Libel
    • Employment Practices Liability
    • Legal Indemnities
    • Surety Bonds
    • Contingent Risks.

    In-house experts

    In-house experts working closely with our solicitors and adjusters to use the combined knowledge and skills to bring about the best possible resolution whether by way of defence, negotiation or settlement. 

    Fraud

    Our Counter Fraud specialists blend cutting edge technology with traditional identification and detection methods. We are instrumental in cross industry initiatives and at the heart of all industry forums enabling us to provide intelligence and insight, raising awareness of the impact of fraud and the steps that can be taken to protect you, your customers, their reputation and their premiums.

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

    Our real estate claims service includes professional loss adjusters who provide:|

    • Fast, efficient service and impartial advice – for you and your customer to agree the best course of action for each claim.
    • Face-to-face assessments – carried out on-site by professionally qualified, expert, specialist commercial property adjusters.
    • Quick claim decisions and prompt payments – our internal LAS team has instant access to underwriting teams and policy details, enabling them to make quick claim decisions and to authorise prompt claims payments to your customers to help with the cash flow of their business.


    Specialist teams for major and complex claims

    Claims above a certain size and complexity often need a project-managed approach. Our large and major loss claims handling team is made up of our most experienced claims specialists, with the skills to manage major events and to protect your customers’ financial and reputational interests.

    If you need to make a claim, find all the information you need here:

    Make a claim

    Find out more about our real estate insurance

    Real Estate Insurance

    Download a PDF of multinational claims information:

    Download PDF