Introducing the Claims Large Loss Injury Team

02/15/2021

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 Large Loss Injury team are a specialist team established to handle claims with a value of £150,000 + which prioritise injuries of the utmost severity. They offer a dedicated service to large loss claims, proactively pushing claims to the right outcome.

How the Large Loss Injury Team makes a difference

Every claim is different but just as important and the customer is always at the heart of every decision made. There are many claims examples of this taking effect however an example is when the team were notified of a serious road traffic incident involving injuries to multiple parties close to Christmas. The families of the injured were flying into the UK to be with them and our handler worked tirelessly with the rehabilitation suppliers to arrange by that evening accommodation for a month plus a food drop. This made all the difference for the families concerned at a time of great stress and upheaval.

Making it personal

All of the team take pride in what they do and recognise that often the claimant has suffered life changing injuries which affect them and their families. They recognise that often the claimants want resolution of the claim at the right level in order that they can move on with their lives, and they are dedicated to settling these claims as proactively as possible. They work collaboratively with claimant lawyers, customers and our suppliers to get the right result.

Making it collaborative

It means putting the customer/claimant at the heart of the process, ensuring that there is ongoing dialogue with the customer regarding investigations and current position. It also means ensuring that we treat the claimant as we would our customer and look to resolve financial difficulties with interim payments (where appropriate) and fund rehabilitation where required.

Making it clear

The most common claims the team see are brain injuries, amputations, spinal injuries, fatalities, severe orthopaedic injuries and severe burns.

The team is set up in a way that allows the most experienced team members to handle the claims over £500,000 using our catastrophic claims methodology. This promotes early notification which then leads to early instruction of specialised CAT PI lawyers who then in conjunction with the team investigate liability, often completed before a claim is even made. If there is a liability, the claimant is at the heart of the process and as a team we promote early rehabilitation and early instruction of experts, then proactively push the claim to settlement, ensuring the claimant gets the compensation they deserve at the right value and in a timely fashion.

Making it effortless

Technological developments have assisted us in many areas, from software enabling increased reserving accuracy (which feeds into our customers’ claims experience) to the ability to have virtual conferences with our customers. However, the main area where technology has really made a difference is in rehabilitating injured claimants. We have worked with our rehabilitation partners to use the latest innovations in prosthetics technology and in the management of subtle brain injury to get the best outcomes for claimants and for our customers.

Meet Head of Large Loss Injury, Tracey Pike

Hear from Tracey how the Large Loss Injury team work together to provide the best service possible for our customers and how we live up to our claims commitments.