Claims – Solicitor Performance Monitoring

We have formal Terms of Business Agreements in place with our approved specialist solicitors covering all aspects of our relationship.

We hold customer service and product quality to be of paramount importance. We are able to effectively manage the quality and cost of the claims handling operation on a long-term basis.

We receive monthly downloads of claim statistics. These give us information on costs for each solicitor on all claims they have closed with us in the past twelve months. We are therefore able to monitor monthly whether their costs are increasing or static. The same statistics give us information on how quickly the solicitors are closing the claims.

In addition we have a team of dedicated solicitor liaison officers who regularly visit each firm of solicitors and do random audits on files they are handling on our behalf.

This maintains a first class service to the policyholders.