Claims Service Standards

Our objective is simple, we want to exceed the needs of our customers

In the event that you need to make a claim, we want to ensure your claim is settled correctly and with the minimum of fuss.

We aim to provide the highest quality of service to all our customers by: 

  • The prompt administration, control and management of claims from start to finish 
  • The prompt settlement of claims
  • Keeping customers and all other interested  parties informed about the progress of the claim

To ensure we meet these goals, we have put into place the following internal Service Level Standards:

  • New claims to be acknowledged and documentation sent to insurers within 2 working days 
  • All client post to be acknowledged within 2 working days
  • Client call backs and urgent internal departmental queries to be responded to within 1 hour
  • Settlement cheques to clients to be issued on day of receipt
  • County Court Summons to be acknowledged to client and sent to insurers on day of receipt
  • All general enquiries from internal departments to be responded to within 24 hours unless otherwise agreed
  • Claims post will be no more than 2 days in arrears
  • Commercial claims reports to be prepared 30 days before renewal where requested

If you need to make a claim, or alternatively, need to discuss an existing claim, please email our Claims team or alternatively call them on 01883 346 346, quoting your claims reference number which can be found in the top right hand corner of any correspondence we have sent you.