Man on tablet in field

Stuart sets out vision for in-house claims team

Posted on: 7th January 2022

The new head of H&H Insurance Brokers’ dedicated in-house claims department, Stuart Torrance explains how the team delivers a stress-free, personal service for H&H clients:

"As a company, we put our claims service at the heart of our business; after all that’s why people take out insurance. Claiming on your insurance should be a hassle-free and straight-forward experience. When the worst happens, you need to know that your claim will be dealt with as quickly and efficiently as possible and, it’s the job of our claims department, to make sure that happens. 

Along with claims handler Susan Dudley, and apprentice claims handler Tom McGaffin, I work with clients every day to ensure they get the best possible outcomes.
We’re not just there to record a claim, we are there to manage the process on behalf of the client. 

We work closely with clients to ensure we have all the right information and ensure they are well-informed on the process of their claim, as well as the expected timeframes.
We also build excellent relationships with our insurers so we can make sure that claims are settled as soon as possible, and payments are processed swiftly.

Once a decision has been made on a claim, we always advise the client as soon as possible. This is especially important if the claim has been denied for some reason. This is a difficult conversation to have but an essential one. Delays in determining policy coverage are often caused by inadequate supporting documentation, which is why we spend time with each client at the start of the claim process to outline not only what is needed but why.

Historically, there is a perception of the insurance industry that many insurers seek to avoid paying out on claims. On average 98% of all claims at H&H Insurance Brokers are paid out; so, you can be assured insurers do settle claims. When it comes to making a claim, unlike other companies or agents, we work for our clients, not the insurer.

With more than 20 years' of industry experience dealing with insurance claims, I know that it’s only by getting to know clients and understanding their individual requirements and needs, that you can get the best results for them.

Working as part of H&H Insurance Brokers’ dedicated in-house claims team, means that we can do that for our clients every single day."

What our customers think

Personal touch valued. Time to discuss details.
A personal visit from representative enabled us to discuss fully any points we were unsure about, thus enabling us to make a better informed decision about what to include and what to miss out.

Karen - 06 January 2022

Great service
Easy to deal with

05 January 2022

Recommend them again

Andy - 05 January 2022

Professional and efficient. I will use them again and recommend them

04 January 2022

The sales rep Haf was brilliant and found me a good deal
Brilliant service , good deal and easy to talk to someone who understood what I was after for my policy

02 December 2021

Excellent personal service.
Luke was very patient in explaining the 2 types of insurance my business needs and is likely to get a third policy from us in January.

Ray Cassidy - 02 December 2021

Very good
Very good, Yes. Not necessary

02 December 2021

Prompt and excellent service

02 December 2021

Great service
They were in touch with me on a regular basis sorting my insurance out. Then got me a good deal. Also when I had queries they were quick to answer them.

02 December 2021

Yes I would recommend to others. The staff were very helpful.

James - 02 December 2021

Excellent service

02 December 2021

Professional people to deal with
Have insured our farm and holiday cottage for many years and find everyone at the company always keen to help and support

02 December 2021

They listen to what you have to say and recommend the best cover available,then find the best deal to suit your needs.

Margaret - 08 November 2021

excellent service
excellent servibe by HandH would definately recommend

Ian - 07 November 2021

As usual reliable, friendly and efficient.

Katharine - 05 November 2021

Excellent service
Excellent service and very helpful staff

Marshal - 05 November 2021

They handled all my questions quickly and easily

05 November 2021

From picking up the phone they responded professionally and very promptly to provide a competitive quote. This was flexibly adjusted to meet all of our requirements resulting complete cover within a week.

05 November 2021

Jade was very helpful and also gave us some great advice but most importantly saved us quite a bit of money on our yearly insurance costs

John - 05 November 2021

All process handled well from start to finish Would highly recommend them

Stephen - 05 November 2021