Who we are
01Our approach to claims
Delivering the promise
At Chaucer, Claims are at the forefront of everything we do for clients. Every client who buys a policy backed by Chaucer is buying a promise, that should things go wrong, we will be there to help.
Our claims teams work in partnership with our underwriting teams, combining in-depth technical expertise with a wide breadth of experience to provide proactive claims management solutions and a truly outstanding service.*
We are proud to have received an ‘Outstanding’ service rating from specialist Claims Brokers in the 2024 Gracechurch Claims Survey.
Outstanding is the highest award category and is based on feedback from brokers and clients with first-hand experience of our claims performance.
Our Outstanding rating reflects our strong performance, with above average ratings across all service metrics and top five scores in Speed of service, Communication, Responsiveness, Technical Ability and Empathy.
Experienced, knowledgeable people
Our claims teams are dedicated to specific product classes, bringing a wealth of expert knowledge and experience. It is rare for us to receive a claim-type that we have not seen and satisfactorily resolved before. This depth of understanding can help to speed up the process and improve the claims experience for all the parties involved.
Fast, agile response
Working to Lloyd’s Claims Principles and always aiming to exceed the specified Minimum Standards, we efficiently handle in excess of 6,000 claims each year.
From relatively simple claims, which brokers log through Electronic Claims File (ECF), to complex, high value or controversial claims, our aim is always to provide a smooth and efficient service and pay valid claims promptly.
In one high profile case, where Chaucer was the lead, we agreed a $50m claim in 24 hours and organised payment within 14 days.
Personal responsibility for making it happen
Our in-house team of loss adjusters and claims handlers are always available to talk with brokers and policyholders. Our people take personal responsibility for resolving claims, and collectively we take great pride in what we do.
Around the world, we can call on an established network of trusted third party loss adjusters, surveyors and legal advisors to ensure that our claims investigation and assessment is efficient and effective.
Claims service excellence score*
The service excellence score is a summary of our claims team’s performance, using independent data from the Gracechurch 2023 London Claims report. This long-established report is based on independent interviews with Claims Brokers who operate in the London Market. For the 2023 report, Gracechurch interviewed 207 claims brokers, selected to give a representative overview of market opinions.
The score independently summarises the high performance levels that Gracechurch have observed from our claims team on a number of critical KPIs and shows the proportion of high ratings given for: Recommendation, Speed, Commerciality, Relationships, Expertise, and Communication. For example, across all business lines, 92% of all scores given for Chaucer on these measures fall into Gracechurch’s high category.
Tony is Global Head of Claims, with responsibility for the strategic development of Chaucer's claims department, with a focus on delivering first class customer service. He is a marine specialist, with extensive experience in the energy and political classes. Tony has worked in the Lloyd’s market since 1986, and has been with Chaucer since 1990.
David joined the Lloyd's market in 1989 and Chaucer in 1990, working both in underwriting and claims. David became Claims Adjuster for Syndicate 1084 in 1993 and was appointed Deputy Claims Manager in 2003 for the Marine and Aviation Divisions. In 2016, David was appointed as Head of First Party Claims.
Guy joined Chaucer as Claims Operations Manager in 2007. He currently sits on both the Market Claims Operations Managers group and CTP MI working group.