Excellence in Claims

We continually look for ways to improve our claims service. We recently took a closer look at our customer service standards, the processes we follow, and made some changes for the better.

Now, with a refreshed approach to claims service, our claims teams are governed by our Claims Philosophy.

We believe that the best relationships are based on utmost good faith. So when we process claims the interests of our clients come first, and we work hard to resolve claims as quickly as possible.

Claims and the events leading up to them can be disruptive. We understand this and endeavour to keep things simple and to remove as much anxiety as we can. That’s one way of repaying the faith that has been placed in us.

There are a number of other things that we’re committed to doing:

Making It Easy We only ask your clients for information that is absolutely necessary, which is part of keeping things simple.

In Partnership We work in partnership with our brokers and agents in a way that makes their clients feel they are dealing with one company.

Fully Communicate We treat everyone involved in the claims process with courtesy and keep the lines of communication open – that way there are no surprises along the way.

Being Proactive We don’t wait for things to happen, we know what needs to be done and we keep things moving.

Being Fair Fairness is important to us so we look for ways to pay all valid claims promptly, and explain the basis for settlement where necessary.

Timely Resolution We respond to any dissatisfaction with our decisions as quickly as possible with a robust and transparent review process. 

We continue to receive positive feedback from the market on our claims, and will keep improving as our teams live our Claims Philosophy and deliver on the service standards we have promised our customers.