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We contact the insured |
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within one hour of initial instruction, whenever
possible |
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We offer to visit |
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the insured either the same, or next day, as
a matter of routine |
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We issue preliminary reports |
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normally within three working days of initial
site visit. All reports incorporate a brief diary recording
activity from the time of first instruction onwards |
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We telephone the insured |
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within three working days of first visit to offer
an opportunity to clarify any concerns and answer questions
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We keep the insured informed |
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at all times by writing within three working days
of a visit and replying to letters within three working days |
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We update the insurer |
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at regular intervals by replying to all letters
within three working days; issuing interim payment report requests
the same day they are agreed and issuing updates,
including reserve review every 20 working days if required |
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We aim to issue final reports |
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on the same day settlement is agreed.
All final reports incorporate a brief diary recording progress
from instruction to resolution |
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All telephone calls |
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are returned within 24 hours and the content
logged onto our system |
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We undertake to copy |
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all correspondence with the insured, and other
involved parties, to the holding broker |
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We operate |
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a formal complaints procedure as required for
ISO 9001 accreditation |
