// CHS
Claims Handling as a Service
CHS
Claims Handling as a Service Limited (trading as CHS Consulting)
was launched on 1 August 2020 in response to a growing need by small to medium insurance brokers for a professional and dedicated claims handling service for non-motor insurance claims, where budget constraints reduce the ability to employ a full-time dedicated claims handler.
As a result, Claims Relationship Management Consulting (CRM Consulting) was born under the original company to provide broader services to policyholders, property managers and any Change other persons or companies with a need for assistance with insurance
claims.
In addition, there remains a constant world-wide shortage of versatile, knowledgeable, and experienced claims professionals, particularly in the fields of Loss Adjusting and Loss Assessing. It was therefore decided to bring the Loss Adjusting firm MacDonald-Waugh into the fold of Claims Handling as a Service Ltd, to provide a unique back up service to Loss Adjusting firms as well as a Loss Assessing service to policyholders and selected insurance brokers.
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- Skilled Support
- Minimize Complaints
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// Serivces
Services We Offer
SERVICES
- Dedicated Claims Handling (retained only)
- Dedicated Claims Relationship Management (retained only)
- Property and Risk Surveying
- Loss Adjusting
Claims Handling
- Serve as policyholder’s single point of contact in resolving claims issues or concerns
- View each claim individually and constructively
- Process new insurance claim notifications
- Maintain and update client’s claims related computer records
- Monitor the progress of a claim, keeping all role players updated on a regular basis, both verbally and in writing
Claims Relationship Management
In addition to Claims Handling
- Guide clients and policy holders on general and technical claim queries
- Guide policyholders on how to proceed with a claim and assist where necessary
- Collect accurate information and documents to proceed with a claim
- Manage policyholder’s expectations
- Liaise with introducing brokers, TPA’s, Insurers, Loss Adjusters, Loss Assessors Solicitors, as well as other legal and claims professionals
- When necessary, discuss claim details with suppliers and repairers
- Identify and distribute relevant claim and risk information to Account Handlers
- Ensure fair settlement of a valid claim
- Ensure the policyholder is treated fairly and that the policyholder receives excellent service in accordance with industry and company guidelines
- Handle any complaints associated with a claim
- Challenge unfair repudiations
- Adhere to legal requirements, industry regulations and customer quality standards set by the company.
Building and Risk Surveying
- Visiting sites to assess and evaluate risk to buildings, employees, or customers by undertaking appropriate research
- Collecting photographs as evidence
- Provide information and suggestions about required improvements
- Provide suggestions on how to reduce the risk of future insurance claims
- Liaising with health and safety inspectors, clients, insurance brokers and underwriters
- Check building plans and fire protection systems
Loss Adjusting
- Act on behalf of the policyholder and assist with the submission and management of a claim.
- Underwritten into policies to provide Loss Adjusting/Assessing services to broker’s clients.
- Assist with claims preparation such as Business Interruption claims.
- Subcontract to Loss Adjusting companies when short staffed or when a surge occurs, on an ‘attend and release’ basis.
- Investigate Liability claims, including recording court quality statements.
// Let's Know
About Us
ABOUT US
Founding Director Duncan Waugh originally developed and honed a broad range of skills and expertise as a member of a paramilitary police force, an Officer in the Military Police SIB and subsequently as a Risk Manager. Having then been employed by a small Loss Adjusting firm, he started a Loss Adjusting firm in 1986. Operating from Johannesburg, South Africa, he offered specialised investigative and Loss Adjusting services to insurers and the financial industry.
Duncan soon became recognised for his investigative skills, handling, managing and investigating Major and Complex Property, Financial and Liability claims (to name a few) throughout Africa. Not only was Duncan recognised for his skill as a Loss Adjuster, but he was also recognised as an expert witness in the Supreme Court of South Africa.
On 14 August 1994, Duncan was elected an Associate (by Examination) of the Institute of Loss Adjusters of Southern Africa (ACILA equivalent). He served in various roles on the Regional and National committees of the Institute of Loss Adjusters of Southern Africa over a period of 10 years.
In addition to being a qualified Loss Adjuster, Duncan is also a skilled Building Surveyor, with an intimate understanding of building anatomy and engineering.
Duncan and his family returned to the UK in 2015 and are currently located north west of London.
Duncan currently personally handles all claims related matters for Claims Handling as a Service Ltd.
"If customers have a poor claims experience, it is almost a guarantee they will look elsewhere for cover once their claim is resolved”.
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