Our Claims Service: Fast, efficient, sympathetic

Travelers works closely with its customers to improve the safety and security of their organisations. But, of course, incidents do arise. If they do, our in-house claims team can be relied on for a fast, efficient and sympathetic service.

Our team is comprised of highly skilled and experienced individuals with good legal and technical knowledge who are well equipped to handle property, liability, motor, professional risks and professional indemnity claims to final settlement. Indeed, our London professional risks operation is largely staffed by solicitors. This means we have to rely less on external professionals such as lawyers and loss adjusters - keeping claims expenses to a minimum for the benefit of our customers.

• Agreed claims-handling protocols and market-leading service standards.
• Nominated claims handlers and inspectors to ensure continuity and good communication.
• Quarterly updates on all outstanding claims.
• Full consultation with policyholders and their brokers to ensure liability decisions are understood and agreed by both parties.
• Rehabilitation programme to improve return-to-work times and reduce absenteeism.
• Secure online access to claims information and flexible reporting formats.
• Proactive approach to consultation with third-party claimant solicitors to improve the prospects of early settlement.
• Commitment to mediation and alternative dispute resolution.
• Rigorous anti-fraud programme.
• For larger policyholders we can provide a full claims-handling service for claims falling within deductibles and aggregates.
• We aim to pursue any potential recoveries from other parties and assist our policyholders in their pursuit of any uninsured losses.

• We will acknowledge all new claims within 48 hours.
• We will respond to all policyholder and broker correspondence within 10 days.
• We will issue settlement cheques within 48 hours of receiving relevant documentation.

Policyholders have access to two valuable sources of assistance in the event of a claim:

• 24-hour helpline for emergency property claims.
• Nationwide network of approved vehicle repairers for motor claims.

We are committed to keeping in close touch with our brokers and policyholders. We give brokers a quarterly update on outstanding claims. Both brokers and policyholders can access real-time management information on claims via a secure area of our website.

We can also provide statistics on average settlements, closing ratios and other key performance indicators where required.

All brokers and policyholders receive copies of our insurance and risk management publications: Code Red covers property-casualty issues and On Risk focuses on professional indemnity. We also produce a monthly electronic update on recent case law and legislative changes, distributed to our key claims contacts.

Within Travelers, we recognise the importance of providing a great customer experience. Nowhere is this more prevalent than when we come to deal with your claim.

For that reason, as part of our ever evolving quest to learn from and improve our customers claims experience, we would be delighted if you could spend a few minutes letting us know your thoughts on your customer experience.

Whilst the feedback can be completely anonymous, if you would like to discuss your feedback with someone from our claims management team, please do let us know and we will arrange for someone to contact you within 48 hours.

Our thanks to all of you in anticipation of your feedback.

Closed Claims Customer Experience - Motor
Closed Claims Customer Experience - Property