Count on us - Claims information
Last week's storms and high winds were devastating. Our sympathy and best wishes go out to all businesses affected.
When a company's premises or vehicle is damaged or destroyed by a disaster, who wants to wait around for the insurance company to show up?
Your clients are understandably anxious. We need to be here to answer your questions - to help you respond to your customers as quickly as possibly. That way, it'll soon be business as usual.
So we're available any time of the day or night. We're prioritising claims in order of emergency. And we've pulled in hundreds of extra staff to provide support in these exceptional circumstances.
Last year, thanks to you, we were awarded the title 'General Insurer of the year'. Now it's our turn to stand up and be counted.
Helping your clients through this
We appreciate that in some cases you like to be involved in your customers' claims. To help them notify their claims in the quickest and easiest way please give them the following numbers.
Here are five steps that will make the claim's process as hassle-free as possible:
Call our 24-hour helpline as soon as possible to notify us of the claim:
- 0800 012345 for Household
- 0500 11 4477 for Commercial Property
- 0800 678 999 for Motor.
For clients who suffered serious damage to their premises, ask them to call us directly for advice on emergency repairs to protect their property from any further damage, and to get an estimate.
We can approve emergency repairs up to £1,000 straightaway.
- Ask your client to be clear and precise about the date that damage was sustained and the exact nature of the damage. Two things really help here:
- support your clients in compiling an inventory of their damaged personal property (including age, manufacturer, model, model number, date of purchase and current purchase price)
- if your clients have a camera to hand, encourage them to take photographs of the damage.
- Make sure that you have your client's policy number when making a claim and that your client has provided us with up-to-date home and mobile numbers (so that we can get in touch if we need to without delay).
We'll review every single claim, but it's sensible for us to place priority on emergency cases first - for instance if a roof has blown off or a tree branch has crashed a fleet of vans.
Help us help the hardest hit by deferring claims that aren't urgent.
- As we're dealing with these claims we'll be looking to work jointly with you to resolve your customers' problems as smoothly and quickly as possible.
For brokers with delegated authority
Please follow the advice above where appropriate and we'll continue to do everything to support you at this busy time.
Questions we've been asked by brokers...
- How quickly will you sort out my customer's claim?
- If I have a claim over the weekend, is there claim service available?
- Will there be delays in handling claims?
How quickly will you sort out my customer's claim?
It's our aim to call you back within 48 hours of making a claim. To achieve this, we've brought in hundreds of extra staff, but we'd appreciate your patience if we do take a little longer as we're experiencing an exceptionally high number of claims. Thank you.
If I have a claim over the weekend, is there claim service available?
Yes. We operates 24 hours a day, seven days a week. You'll always get immediate advice from an expert on an emergency claim.
Will there be delays in handling claims?
As already mentioned, we've pulled in hundreds of additional claims staff to that will help speed things up. We've also got the largest repair network out of any UK insurer.
In this difficult time, we're here to make your customer's experience as stress-free as possible. You can count on that!
All the best in what must be an incredibly hectic beginning to 2007.
