// CRM
Claims Relationship Management
CRM
What we do for
The individual/policyholder
Like a Loss Assessor, we will assist you in the formulation and submission of your claim. We will guide you and follow up when and where necessary. Depending on the type of claim, our fee can be flat rate, calculated hourly or be based on a percentage of your claim.
What We Do For
Insurance Brokers and Property Managers
We will manage claims submitted by your policyholders (on a retained basis only), which would include the following:
- guide clients and policy holders on general queries and insurance claim issues
- guide policyholders on how to proceed with a claim and assist where necessary
- collect accurate information and documents to proceed with a claim
- analyse a claim made by a policyholder to establish whether it satisfies policy conditions and advise accordingly
- where necessary identify reasons why full payment might not be made and advise the policyholder accordingly to manage expectations
- when applicable, explain to policyholders when and why their claim is not covered
- process new insurance claims notifications
- maintain and update computer records relating to claims
- monitor the progress of a claim, keeping all role players updated on a regular basis, both verbally and in writing
- 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 customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines
- handle any complaints associated with a claim
- adhere to legal requirements, industry regulations and customer quality standards set by the company.
// 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.
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