Field Force
Claims Investigators
An Introduction
The Claims Investigators offer a personal contact with our Customers and provide a local presence in times of need.
Our principle purpose is to provide an investigation service for the Claims Handling units of Norwich Union whilst giving Customers advice and reassurance in the event of an incident that may give rise to a claim.
With a UK wide coverage our field based Investigators are equipped to be able to deal with Motor Liability, Motor Theft, Employers and Public Liability classes of business. This may involve taking statements from witnesses in a serious road accident to interviewing workers on a building site where a worker received injuries in a workplace accident.
Alongside the field based investigators we have a team of Office based investigators dealing with Motor and Public Liability classes of business to predetermined financial limits. In both cases our aim is to reach an early liability decision based on the facts and evidence obtained by the Investigators.
The ability to offer "face to face" discussions with our Customers can enhance and streamline the Claims Process and often results in reaching earlier decisions on legal liability along with offering the client support and guidance through what can be a difficult time for our Customers.
Using state of the art technology our investigation requests and reports are "technology" based thus reducing the need for paper flows and inherent delays these can cause.
A real time instruction facility was implemented in 2005 improving the "front end" process for our Customers. Added to this in late 2005 the introduction of digital photography greatly improved the transmission of images from the field to the claims handlers computer screen.
This gives our handlers a better insight in relation to the circumstances of an incident.
Over 90% of investigators are handled by Norwich Union field staff, our outsource providers utilise, where possible, the same technology platform and work to the same service level agreements.
Structure
The Claims Investigators form part of the Field Force unit, which is in turn part of the Customer Services Division of Norwich Union General Insurance (NUGI).
Investigations may be carried out by either Physical (Field) or Desktop (office based) Investigators using advanced interview techniques. We currently have over 100 Field Investigators who are based across the UK including Northern Ireland and over 20 Office based Investigators.
In addition we have an administrative support function based in Newcastle and 5 Technical Experts, 4 of whom are responsible for the field based investigators, the remainder being responsible for the office based Investigation team.
The Investigators are managed by 7 Field Operations Managers, details of which can be found in the "Contact Us" section below.
Quality
Report Quality in terms of Technical content and Presentation is monitored by means of a Quality Review system operated by the Claims Investigators Technical. They apply a sophisticated scoring system and aim to review 5% of all investigation reports.
This along with accompanied visits by our Operational and Technical Managers and quality reviews by our Case manager in Newcastle ensures that we are FSA compliant. At the same time our team of technical experts keep abreast of legislative and recent Case Law developments.
Our Customers
Our Investigators are trained to interact with a wide range of Customers, principally these may be Private or Commercial Customers, Insurance Brokers, Solicitors and of course members of the Public usually in the capacity of a "witness" to an incident.
Contact Us
Please find your regional contact for our "Field Operations Managers" who will gladly respond to any further requests you may have;
- Wes Gass
Lead Field Operations Manager
Telephone: 07714 711290 - Neil Sinclair
South East Field Operations manager
Telephone: 07885 660939 - David Lowry
North West Field Operations Manager
Telephone: 07800 690055 - Ken Hill
South West Field Operations Manager
Telephone: 07850 631403 - John Heap
East Central Field Operations Manager
Telephone: 07885 427620 - Peter Dennis
Home Counties Field Operations Manager
Telephone: 07800 690220 - Iain Hay
Scotland, Northern Ireland & Telephone Inv Field Operations Manager
Telephone: 07790 487480 - Noel Lynch
West Midlands Field Operations Manager
Telephone: 07885 590628
