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:
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.
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.
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.
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.
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.