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."