Claims at Hastings Direct

Technical Claims

Using their deep, specialist knowledge, the technical claims teams analyse the evidence linked to a claim, such as medical, witness or police reports. They then use their findings to negotiate a settlement and get the best possible outcome for our customers. Technical claims is divided into a number of specialist teams:

Third party property damage. Dealing with claims if our policy holder is liable for causing financial loss to a third party.

Intervention. Handling claims where our policy holder has admitted liability and offering our services to the third party.

Personal injury. When our policy holder may be partially or fully liable for causing personal injury to someone else.

Large and complex loss. Dealing with claims that involve complicated, catastrophic or life changing personal injury to third parties.

Recovery. If our policy holder is not at fault, we consolidate the file and pass it to our external recovery partners to recover any costs for excess, repairs and total loss settlement.

Claims Customer Service

Dealing with our customers quickly, efficiently and with empathy is vital in our claims customer service teams. Claims customer service is divided into a number of specialist teams:

Audit. This team uses statistical analysis to analyse the performance of our claims teams and assess customer service levels, so we can continue to improve our quality of service.

Claims customer service. When a customer has an on-going claim, we’re the team who handle all their questions about it. We need to be clear and accurate to ensure the customers always get the right information.

First response. As the first point of contact when a customer’s been involved in an accident, we register new claims, organise what happens next and explain everything to the customer. Attention to detail is vital to avoid delays further down the line.

Insight. Using industry experience and innovative software, this team identifies and investigates suspect claims such as deliberate accidents, phantom passengers, low speed collisions and fraud rings. It’s vital work that protects the company and our customers from unnecessary costs.

Total loss. This team deals with customers when their vehicle’s damaged beyond repair, or it’s stolen and not recovered, guiding them through the process and ensuring they receive payment. We work with external salvage and valuation partners, as well as Insight’s First Party Validations team to reduce the risk of fraud.