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.

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

Subrogation Portal.
Handling non-fault, split & fault liability claims involving two vehicles, using an online portal to resolve liability, settle third party claims and recover any outlay.

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.

Case Handling.
Working closely with our external suppliers, this team ensure our customer’s vehicles are repaired as quickly as possible and arrange payments to customers if their vehicle is deemed a total loss.

Claims Customer Service.
When a customer has an on-going claim, this team handle all their questions about it. We need to be clear and accurate to ensure the customer always get the right information.
First Notification of Loss. As the first point of contact when a customer has 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.

Third Party Direct.
When our policy holder is at fault for an accident, this team gets the third party back on the road in the most timely and cost effective way possible.

Total Loss.
This team deals with customers when their vehicle is damaged beyond repair or if the vehicle has been stolen and not recovered, guiding them through the process and ensuring they receive payment. They work with external salvage and valuation partners, as well as Insight’s First Party Validations team to reduce the risk of fraud.
for excess, repairs and total loss settlement.