Insurance Matters Autumn Edition - Flipbook - Page 12
The new head of H&H Insurance Brokers’
dedicated in-house claims department,
Stuart Torrance, shows his vision on how
the team delivers a stress-free, personal
service for clients.
As a company, we put our claims service at the heart
of our business; after all that’s why people take out
insurance. Claiming on your insurance should be a
hassle-free and straight-forward experience. When
the worst happens, you need to know that your claim
will be dealt with as quickly and efficiently as possible
and, it’s the job of our claims department, to make
sure that happens.
Along with claims handler Susan Dudley, and apprentice
claims handler Tom McGaffin, I work with clients every
day to ensure they get the best possible outcomes.
We’re not just there to record a claim, we are there
to manage the process on behalf of the client.
Head of H&H
Once a decision has been made on a claim, we always
advise the client as soon as possible. This is especially
important if the claim has been denied for some reason.
This is a difficult conversation to have but an essential
one. Delays in determining policy coverage are often
caused by inadequate supporting documentation,
which is why we spend time with each client at the
start of the claim process to outline not only what is
needed but why.
Historically, there is a perception of the insurance
industry that many insurers seek to avoid paying out
on claims. On average 98% of all claims at H&H
Insurance Brokers are paid out; so, you can be assured
insurers do settle claims. When it comes to making
a claim, unlike other companies or agents, we work
for our clients, not the insurer.
We work closely with clients to ensure we have all the
right information and ensure they are well-informed
on the process of their claim, as well as the expected
With more than 20 years of industry experience dealing
with insurance claims, I know that it’s only by getting
to know clients and understanding their individual
requirements and needs, that you can get the best
results for them.
We also build excellent relationships with our insurers
so we can make sure that claims are settled as soon
as possible, and payments are processed swiftly.
Working as part of H&H Insurance Brokers’ dedicated
in-house claims team, means that we can do that for
our clients every single day.