Our Service Standards 

We have invested in developing the highest level of service during the claims process which provides peace of mind to claimants, insurers and brokers.  Our attention to detail combined with expertise means that you know the claim is in safe hands every step of the way. 

Our minimum service levels are:

Contact the insured within one hour of initial instruction wherever possible

Offer to visit the insured either the same or next day as a matter of routine

Issue preliminary reports normally within three working days of initial site visit

Keep the insured informed at all times by writing within three working days of a visit and replying to letters within three working days

Update the insurer at regular intervals

Respond to correspondence within three working days

Issue interim payment reports the day such payment is agreed

Reserve review every 20 days if requested

Issue final reports within three working days of settlement being agreed

Return telephone calls within 24 hours and log the content

Undertake to copy all correspondence with the insured, and other involved parties, to the holding broker

Operate a formal complaints procedure as required for ISO 9001

Provide background checks and searches for database matches on all claims and financial status enquiries

Claim management system generating regular updates and reserve data

Provide a range of statistical analysis reports when requested