Who we are


Claims

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.*

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 2020 London Claims report. This long-established report is based on independent interviews with Claims Brokers who operate in the London Market. For the 2020 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.

Outstanding service

We are proud to have received an ‘Outstanding’ service rating from specialist Claims Brokers in the 2022 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.

*For 2022 Gracechurch rates Chaucer's claims service as 'Outstanding’, the highest possible rating.

02Leadership Team