We take the attitude that it is our function to look for ways to settle valid claims quickly, fairly and efficiently to our policyholders’ complete satisfaction.

If detailed investigation into a claim is required, we ensure that this is carried out quickly in order to deliver a decision to our policyholders at the earliest opportunity.

This can be summed up using the following three stage approach:

		At notification of all claims, provided there is evidence of an insured loss, the assumption is made that the claim is valid. If during assement of the claim, there remain any issues that prevent a decison being conveyed to the insured, the claim moves to the next stage.
		Prompt investigations are carried out with a view to resolve the issue(s) preventing delivery of a decision to the insured. The duration of investigations is monitored to ensure that no unnecessary delays occur. Once investigations are complete, the claim either returns to green light status to be settled or to red light status.
		A decision to deny the claim is made and communicated to the insured accompained by a detailed explanation of the reasons behind the decision without delay. Copies of all relevant supporting documentation will be supplied to aid explanation.

The key to this process is that we ensure through constant monitoring and review that the decision whether to pay or deny a claim is not unnecessarily delayed at the amber light stage. By ensuring this, we undertake to deliver a decision on a policyholder’s claim at the earliest possible time following notification. When a claim is categorised as amber, we target our investigations to those required to enable a decision on liability to be made.

If you are a Binder Broker with a delegated authority, or an Open Market broker, we will inform you of any claim submitted by the client that is to be declined.

We follow this philosophy for all of our claims irrespective of the cover provided.



Crawford and Company

Our claims service is provided by Crawford and Company, one of the largest and most prestigious claims management companies in the UK. The service they provide is subject to strict service level agreements to ensure our customers receive optimum levels of service.

Loss Adjusting

When we appoint an adjuster, we understand that they will be the face of our company and its partners. In addition to Crawford and Company we have also selected Ellis May Chartered Loss Adjusters who have a wealth of experience and knowledge in claims handling to make up our loss adjusting panel.

Feedback

We are continually seeking to improve our service. If you have any feedback concerning our claims service, please click here.