Claims – Solicitor Service Standards

The Solicitor will:

• Foster good relations and contact the Business Partner regularly to discuss the claims handling generally, if required.
  
  
• Ensure that the documentation supplied is adequate before initially advising the policyholder. Wherever clarification is required, the solicitor shall telephone in order to obtain further details.
  
  
• Acknowledge receipt of initial instructions within 24 hours (where appropriate)
  
  
• Answer all telephone calls within 3 rings.
  
  
• Comply with any additional service level agreements applying to any particular scheme, e.g. branded stationery.
  
  
• Provide written confirmation of the basis of settlement at the conclusion of the claim.