Claims Solutions

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Claims Solutions

    Claims Solutions

  • We work with insurers, brokers, MGAs, corporates and public entities to deliver great customer service and improved underwriting performance, through efficient management of the claims process.

    We are the leading independently owned providers of outsourced end-to end claims solutions, often operating on a white-label basis for our clients. In addition to our third party administration services, we provide a full range of loss adjusting, surveying, fraud detection, and supply chain solutions.

    We have more than tripled our annual investment in technology and digital transformation, including our CQ claims administration platform, our video and drone claims handling solutions, as well as investing in robotics and machine learning to drive speed and efficiency.

  • Our desktop claims handling solutions teams operate on a white-label basis for our clients and offer a 24/7 365 FNOL service, across all classes of insurance.

    What makes us different is our technical teams of claims handling specialists, and our ability to draw upon our claims technology, that we use in the right places, to streamline process and generate the right outcomes for our clients.

    Through our CQ claims administration platform we import data for customer background checks, which integrate with telephony and online portals providing valuable data and information to assess and manage claims. We use online registration, portals, two-way SMS and web chat to provide customers and clients real time access to ongoing claims.

    • NPS Measurement, Analysis and Reporting

      Using our Voice of the Customer technology we work with businesses to develop customer experience programmes that allow both us and our clients to monitor, track and report on customer service. We use this feedback collaboratively to support continuous improvement across all elements of service and NPS scoring per client and line of business.

    • Claims Tracker

      Our Claims Tracker provides policyholders with claim notification capability as well as real time claim updates via push notifications on their smart devices, allowing policyholders to stay up to date with their claim at their convenience.

  • We draw upon our global network of experienced loss adjusters and combine them with our technology solutions. We pivot between desk adjusting, in-person loss adjuster visits, virtual video adjusting as well as drone surveying meaning that we can respond to individual claims and customers’ needs in a way and a time that is convenient for them.

    • Technical Services

      Our in-house surveying and engineering team provide the following services;

      • Subsidence – full management, diagnosis to remediation and recovery
      • Structural engineering services
      • Project Management including CDM
      • Dispute Resolution including third part wall acts
      • Defect diagnosis and management

    • Fraud Identification and Management

      Our special investigations team is a dedicated Counter-Fraud unit comprised of experienced Field and Desktop Investigators handle investigations across all product classes including Property, Commercial, High Net Worth, Private Client, Motor, Niche and Casualty. We provide a range of investigative solutions to meet the needs of our Clients. This includes Desktop based Cognitive Interviewing, Intel Screening and Field Investigations requiring evidential interviews and statement taking. Our latest technology-led service offering, provides us with the capability to live stream video interview key parties linked to investigations.

  • Through our contents repair and replacement & building contractor network we provide a range of building repair services in a managed and cost controlled way. All repair work is guaranteed and our contractors are subject to regular performance management and audits.

    • Emergency Response and Restoration Services

      We operate a managed response network to include the followings services:

      • Trace and access
      • Building drying services
      • Buildings and Contents restoration
      • Emergency boarding and Glazing
      • Deep cleaning

    • Alternative Accommodation

      Alternative accommodation claims can be expensive and present a disruption to the customer journey. We protect claims spend and the customer journey through in-house management including:

      • Facilitation of emergency accommodation
      • Creative solutions, such as non-standard accommodation, holiday homes etc.
      • Liaison with contracted hotel and estate agents
      • Front funded deposit process
      • Temporary kitchen and bathroom solutions
      • Secure removal and storage solutions
      • Provision of caravan / static homes

  • We help businesses manage legacy and open claims allowing them to focus on existing live business and new opportunities. We work collaboratively with our clients to understand their claims processes and philosophies to deliver a high level of service.

    Claims leakage is a concern for many of our clients, and we work closely with businesses to assess and analyse existing claims processes and deliver actionable insights for new ways of working that improve operational efficiency and deliver the right outcomes.

    Throughout the migration process, our technical experts work alongside in-house teams to create bespoke technology solutions that enable flawless claims data migration into our CQ claims administration platform.

    In addition, our specialist teams are able to provide due diligence, transaction support and consulting services to clients that are considering taking over the management of run-off portfolios.

  • We provide workers’ compensation TPA services for a range of insurance clients and self-insured entities including public entities and private employers with employees in many states.

    Our workers’ compensation claims services include management of injuries sustained on the job or within the scope of employment. This includes management of occupational accidents, diseases, trauma injuries or illness caused by exposure to work activities or pollutants.

    Our workers’ compensation claim adjusters, have an average of 24 years of experience in handling all aspects of workers’ compensation claims. We have a strong track record of delivering excellent financial outcomes for our clients, averaging indemnity savings of almost a third through our pharmacy benefit management.

    Claims Team

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Matt Button, CEO - Claims Solutions US

Luke Dalgarno, Senior Operations Manager

Darren Martin, IT Director

The Claims Solutions team

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