A claims process you can rely on

Property claims can be stressful in all sorts of ways. From express settlement of straightforward property claims to more complex claims requiring specialist handling, we'll make sure your claim is in the right hands. 

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The right expert on your claim

Each claim has a nominated claims handler with the appropriate expertise to manage it from start to finish.

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Express claims handling

We express-handle commercial property claims worth up to £5,000. This means that we aim to conclude settlement as quickly as possible after receipt of the required information to validate the policy cover and make payment by the customers’ preferred methods.

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Real-time interaction

For claims between £5,000 and £10,000 we utilise video streaming between the customer and our specialists to deliver swift assessments and settlement of suitable losses.

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Fast response to new claims

We acknowledge notification within 3 hours and an action plan is delivered within 2 working days, advising on next steps and agreed timescales for progress updates.

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Simple and efficient processing and tracking

Our electronic First Notification of Loss (e-FNOL) portal allows brokers and customers to submit FNOLs relating to weather, impact, theft, accidental damage and escape of water claims digitally in addition to the traditional methods of telephone or email.

Having everything we need from the outset enables us to make informed decisions quickly so that the claims journey is smoother, and claims are progressed and settled quicker.

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 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.

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Out of hours support for emergency repairs

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

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.

Tackling 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. This enables 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 reputations and their premiums.

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.

Working with expert suppliers

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 to 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.

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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.

Make a claim

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

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Commercial property products

Find out more about our Commercial property products.

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Protecting your property

We can help you avoid business disruption and reputational damage by mitigating the risks associated with business property – wherever your business is in the world.

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Brokers and partners

A partnership with RSA can make your business more flexible, efficient, and profitable.