ClaimsClaims Management It is when something goes wrong that you rely heavily on your broker. Unfortunately, this is where many clients are left exposed.
We believe the client should not have to manage their claims alone. For larger claims we visit on site as well as attending loss adjuster meetings to support the clients.
Our independence means that we don't work for insurers. Our sole aim is get the client back in business as swiftly and painlessly as possible. Have you ever submitted a claim and had it delayed or even lost? Have you ever been confused over policy wording and the interpretation of it when you need to claim? Can you ever get to speak to the same person twice?
Bollington has a highly qualified, professional and specialised team with an average of 12 years claims experience and we pride ourselves on being up to date on all current claims and insurance legislation.
Our dedicated Claims Department are here to provide you with a service to assist you with all claims in respect of insurance in the following sectors:
- Commercial
- Care
- Motor Trader
- Small business and the self employed
- Home, Travel & Motor
This also includes all aspects of:
- Employment Liability
- Public Liability
- Products Liability
- Professional Indemnity
- Directors & Officers
- Fidelity Guarantee
We will provide you with help and guidance in all aspects of claims by:
- Discussing the details of the claim and how your policy will respond
- Advising on the best way forward
- Negotiating with insurers to achieve the best possible settlement and decision on liability
- Supporting you throughout the life of the claim
Claims FAQ Q1. Do I have a legal expense policy?
A. No - the Bollington Group provides an uninsured loss recovery service for our customers via their claims department, which is manned by 3 professional and highly qualified staff with a combined experience in claims of over 35 years. The claims department will pursue recovery of any out of pocket expenses in the event of a non-fault Road Traffic Accident. They will also instruct solicitors in the event of a personal injury claim resulting from a non-fault accident.
Q2. Why should I claim on my own insurance policy when the accident was not my fault?
A. You are entitled to pursue a claim directly off the responsible party's insurance company however, you must realise that you are not entitled to the same benefits as with your own insurance policy. If you are Comprehensively insured and you claim off the responsible party's insurance, then the process of claiming for the damage to your vehicle takes longer as you are claiming off an insurance company to whom you do not pay a premium. The third party insurer has no obligation to act quickly in settling your claim. You have a duty to mitigate your own losses and you would not be entitled to claim for extended hire / storage charges as these would not have been incurred if you had claimed via your own policy. The Bollington Claims Department are here to negotiate settlement on your behalf.
Q3. Why do I lose my No Claim Bonus when the accident wasn't my fault?
A. Inevitably there are always 2 sides to every story. Although you will have completed a claim form providing a description of the accident circumstances, the other party involved will also have completed a claim form for their own insurance company, which usually has a slightly different version of events. Each party's insurance company will believe their own respective customer's description of the circumstances however, until it is established who was actually at fault by way of settlement of the claim, both parties will lose their No Claim Bonus.
Q4. Why do I have to pay an excess when the accident wasn't my fault?
A. Your insurance policy will always be subject to a policy excess irrespective of liability, which is classed as an uninsured loss. If the accident wasn't your fault you are entitled to pursue recovery of this back from the responsible party or their insurance company. The Bollington Claims Department would negotiate settlement of this on your behalf.
Q5. Why do I have to complete a claim form when I am not claiming?
A. Any person involved in a Road Traffic Accident has up to 3 years to pursue a claim for personal injury and 6 years to pursue a claim for property damage. Although you may not be claiming for your own losses you never know when someone will be claiming off your policy. The longer you leave it to report an accident the likelihood is that you may forget the circumstances of the accident, witness details, vehicle details etc or possibly a former employee may have left your company and you will not have any details to report. If a claim is submitted against you, your insurers will find it difficult to defend the claim without a claim form or full statement of circumstances.
Q6. Why have my insurance company paid the third party without reference to me?
A. By completing a claim form you give your insurance company the subrogation rights to settle the claim on the best possible terms. The insurers will always act with your best interest in mind, based on the information given to them from the claim form however, they will base their decision on liability on the evidence presented. The insurers will avoid incurring additional costs in defending a claim where there is no possibility of a recovery.
Q7. Why should I make a contribution towards the repairs?
A. After an incident your insurer's obligation is to place you in the same position, or as near to the same position, as you were before the loss. You are not entitled to make a profit out of a loss or be in a better position. Therefore in the event of a claim the insurance company will take into consideration wear and tear on the damaged item. An example of this is a tyre on a vehicle - by claiming for a brand new tyre the policyholder will be better off than having the old tyre that might be worn and therefore the insurers will ask for a contribution towards the costs of the replacement as there has been an element of betterment.
Q8. I don't agree with the valuation and I can't replace my vehicle for the amount the insurers have offered?
A. In the event of a claim where your vehicle is damaged beyond economical repair (this is where the vehicle costs more to repair than what the vehicle is worth) the insurers will not automatically pay the cost of a new or replacement vehicle. The insurer's obligation is to reimburse you for the pre-accident value of the vehicle that has been damaged. Insurer's will take into consideration the age, condition, mileage, MOT etc. of the vehicle prior to the accident and if this valuation is not acceptable you should supply documentary evidence to support an increase in the insurer's initial offer i.e. adverts from local papers etc
Q9. Am I entitled to alternative transport following an accident/theft of my vehicle?
A. If you are Comprehensively insured your insurers will usually provide a courtesy car for the duration of your repairs. If you are covered third party your insurers will not provide a courtesy car. You will only be entitled claim for alternative transport if the accident is not your fault however, you have a legal obligation to mitigate your losses at all times. You are not entitled to hire a vehicle and claim this off the responsible party just simply because you have been involved in an accident. If your own vehicle is driveable you have a duty to drive it even if temporary repairs are required to make it roadworthy. If you have another vehicle, you must use this rather than incurring unnecessary expenses.
Q10. Do I have to use an insurers approved repairers?
A. No however, where an approved repairer scheme is in place, the insured benefits from using this facility as the insurer has service standards in place with the repairer to expedite the process. Repairs will be authorised and completed quicker by an approved repairer as opposed to a garage of your own choice. The approved repairer will provide a courtesy vehicle whilst your vehicle is in for repair.
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