Introducing the Claims Major Loss Team
02/22/2021
At Zurich, customers are always at the heart of what we do. Here we look a little more into the different teams that make up our claims function, how they differ and how their focus is on helping you by delivering Zurich's claims commitment - our promise to make your claims experience personal, clear, collaborative and effortless.
The Property Expert team are responsible for the management of UK Business Property Claims. They work with a broad spectrum of customers from personal lines right through to some of the largest organisations in the UK and losses from a catastrophic flooding affecting private homes to large scale factory explosions and school fires. Working across all lines of business with Zurich and irrespective of the customer or the loss they are there to support customers in their time of need.
How the Property Expert Team makes a difference
As an Expert Claims Team they need to understand the importance of every single loss and to work with customers in a personal and empathic way. Occasionally there are well publicised events such as the early 2020 severe weather Storm Ciara and Dennis. From those two events alone, they supported over 1000 customers to help them get back in their homes and businesses as quickly as possible with the least amount of stress.
Working closely with the Risk Engineering and Underwriting colleagues on various projects including Escape of Water, Hot Works, and Modern Methods of Construction the team drives insight to help support customers in the best way possible.
Making it personal
The team are always willing to go the extra mile, travelling long distances to meet customers face to face to understand the damage and any problems that may arise and to do what they can to help get the customer, whoever they may be, back in to the position they were in prior to the loss.
The team look at how best to support each customer, whether it be providing early confirmation that the insurance policy will respond, quick interim payments, or helping them secure a recovery from a third party.
The Zurich Claims Commitment is central to the ethos of the Property Expert Team, driving positive outcomes for Zurich, our Customers, brokers and all stakeholders involved in the claims process.
Making it clear
The most common property claims are escape of water and accidental damage. In many instances these are cash settle low value claims. However, on the high value and more complex losses the team would typically instruct a loss adjuster to visit the property to understand the extent of the damage and how it can be fixed. Following this the customer can then be advised as to the most appropriate way to settle the claim.
Making it effortless
The Property Expert Team are continually looking for technological solutions with a focus on improving the end to end customer experience. The Property eFNOL portal gives the customer an electronic way of submitting their claim and in addition, the team are developing desk top adjusting capabilities where the customer will be able to show the claims handler their property damage so that on the spot decisions can be made.
The team use cutting edge technology including high definition drone surveys to ensure the accuracy of loss evaluation, further driving great customer outcomes, and ensuring the Property Expert Team continue to be a market leading proposition.
Meet Regional Major Loss Property Claims Manager David Reed
Hear from David how the Major Loss team work together to provide the best service possible for our customers and how we live up to our claims commitments.
For more information about Zurich's Claims Commitment please click here.
