Claims

Our claims approach

The quality of any insurance policy is only really tested when a customer makes a claim. We understand that we will be judged on the efficiency and effectiveness of our claims service to respond to and resolve each of those claims for our customers. 

It is why we put claims at the centre of our business; from a commitment to deliver stand-out service levels, to providing an unmatched depth of sector specific claims expertise to help and advise our customers and brokers. With an aim to meet a 48-hour turnaround time to respond to claims compared to a market average of four days, we strive to be the top performing claims team in the London Market. 

Our claims approach is shaped and guided by five core values:

  • Connected
    We work collaboratively with other functions across Hiscox as well as with customers and brokers to ensure we collect the information and customer insight needed to help us make the right decisions as quickly as possible. 

  • Courage
    We are dedicated to delivering a fair and transparent claims service to all our customers. At Hiscox, we are committed to doing the right thing, however hard it may be.

  • Integrity
    Our goal is to be ‘as good as our word’. That means we always act honourably in all our dealings with customers, brokers and third parties. We are empowered to do what we said we would do, when we said we would do it. 

  • Ownership
    Each claims underwriter takes individual responsibility for the cases they handle and ensures the service they provide is delivered in a timely and efficient manner, supported by the operational excellence of the business.

  • Human
    We are a people business. For every claim, we see the people behind each policy and strive to deal with them in a respectful, fair and human way to reach the best outcome for all parties.

Hiscox London Market claims team

Hiscox London Market’s claims are managed by dedicated claims teams for each area of our business: Crisis Management; Marine, Energy and Specialty; Casualty; and Property. Supporting each team, our London Market Claims Centre brings a pool of talented claims professionals to enable the business to handle less complex claims at volume without the need for outsourcing to third parties.  

 

Meet our Claims team

Rebecca Hartley
Head of London Market Claims
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James Roberts
Head of London Market Claims Operations
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James Roberts
Joanna Green
Crisis Management Claims Manager
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Stephanie Gunson
Senior Claims Underwriter
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Thomas Hughes
Senior Claims Underwriter
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Thomas Hughes
Charlie Berry
Claims Underwriter
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Charlie Berry
Nina Pasterny
Claims Underwriter
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Rebecca Hartley
Head of London Market Claims
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James Roberts
Head of London Market Claims Operations
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James Roberts
Laura Flett
Casualty Claims Manager
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Chris Moore
D&O Technical Claims Manager
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Christianne Richards
Senior Claims Underwriter
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Esther Williams
Senior Claims Underwriter
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Michael Ehioze-Ediae
Senior Claims Underwriter
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Michael Ehoize-Ediae
Philip Kemp
Senior Claims Underwriter
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philip kemp
Kevin Lee
Senior Claims Underwriter
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kevin lee
Adam Higgins
Claims Underwriter
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Adam Higgins
Robert Bolt
Claims Underwriter
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Robert Bolt
Mascha Gaenicke
Claims Underwriter
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Mascha Gaenicke
Rebecca Hartley
Head of London Market Claims
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James Roberts
Head of London Market Claims Operations
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James Roberts
Jenna Hales
Marine, Energy and Specialty Claims Manager
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Jenna Hales
Amanda Newman
Senior Claims Underwriter
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Amanda Newman
Katie Sales
Senior Claims Underwriter
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Leonie Parkins
Claims Underwriter
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Ben Watson
Senior Claims Underwriter
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Rebecca Hartley
Head of London Market Claims
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James Roberts
Head of London Market Claims Operations
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James Roberts
Paul Hasler
Property Claims Manager
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Hannah Lander
Senior Claims Underwriter
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James Bruce
Senior Claims Underwriter
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James bruce
Nicola Proud
Claims Underwriter
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Hayden Pyle
Claims Underwriter
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Robert Bragg
Claims Underwriter
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Robert Bragg
Jade Jones
Claims Underwriter
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Jade Jones
Rebecca Barker
Claims Underwriter
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Lee Whitfield
Claims Underwriter
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