We’re Here to Help
In the heart of Newcastle upon Tyne, our 200 strong team of insurance professionals provide a first-class service to manage all types of insurance motor claims on behalf of customers and partners.
Excellent claims handling is essential to our success to ensure competent and compliant claims management in line with Financial Conduct Authority (FCA) requirements. When our customers contact our claims teams, it is our priority to ensure they have access to an assigned claims handler and receive a professional and personal claims experience.
We believe in managing claims fairly as well as challenging potentially fraudulent personal injury claims and inflated credit hire and repair bills, which ultimately increases costs for both customers and insurance companies alike.
We’re Claims Experts
Our highly skilled teams are insurance claims experts, which means our customers benefit from:
Our specialised fraud team is structured to manage indemnity validation and claim referrals through dedicated fraud case handlers. They are supported by our in-house intelligence analysts who collectively combat fraud for our insurance partners. We provide training to an exceptionally high standard to deliver market leading results, managing all forms of fraud investigation; from straight forward first party fraud to complex 'crash for cash' and syndicates. Working with our insurance partners, we operate an automated rules based detection system to identify potentially fraudulent claims, supported by our claims management system to ensure efficiency when managing claims.
High Value & Catastrophic Claims
Our technical claims teams have extensive catastrophic personal injury experience, dealing with cases involving head or brain, spinal injuries, amputations, multiple serious trauma. We manage significant multimillion pounds claims for our insurer partners and our specialist team oversee complex cases. Regular Co / Reinsurers audits, led by our insurance partners, demonstrates the effectiveness of our specialist team and their ability to deliver in exceptional circumstances. Through delivering robust controls, we ensure our reserving strategy remains in line with our insurer partners requirements.
Personal Injury Claims
Working closely with our wider claims teams, our personal injury team manage a mixed jurisdictional caseload, ensuring all correspondence is dealt with within 3 days. Delivering an efficient claims handling solution, helps to control costs across our indemnity expenditure. Our robust claims handling performance is complimented by our market leading 2% claims outflow rate across our claims portfolio, which we deliver through identification of route cause analysis and training delivery to our teams.
Credit Hire Management
Working with insurer partners, we provide a detailed strategy to combat the increasing costs of Credit Hire to the insurance industry. Whether the insurer is acting under General or Non General Terms of Agreement, our teams ensure that every invoice and repair is thoroughly reviewed, with average amounts paid significantly below market average.
Disputed Liability Resolution
Our liability team act swiftly to agree proportion of blame for accidents with third party insurers and claimant solicitors, while protecting the interests of our customers. They work in partnership with a panel of lawyers to ensure cases that require litigation are pursued.
Our specialist intervention team offer a wide range of services to 'not at fault' third parties including hire, repair, swift cash settlements and rehabilitation options. This helps to reduce claims costs.
Recovery of Outlay
At the outset of a claim, a key focus is on resolving the issue as quickly and effectively as possible, as we recognise that this is best for all parties. However, if a third party was responsible for the loss, a recovery of outlay may be possible. Our team bill the 'at fault' insurer for financial losses within 24 hours of an Accidental Damage claim being paid, securing reimbursement of non-litigated files within 30 days.
Qualified to industry standards, our motor engineering experts provide support to our claims teams who authorise repairs, agree total loss settlements with customers through to training and external audit of our insurer partners.
Accidental Damage Management (Repairs and Total Losses)
Following an incident, our priority is to manage claims as efficiently as possible with minimum disruption to our customers. We are focused on ensuring that policyholders repairs or total losses are dealt with swiftly and fairly, settling 80% of claims within 60 days. Our service manages your repairs either through your own provide of choice or we can offer our own network for your use.