Our commitment to delivering a collaborative and inclusive, solution-focused and relationship-driven claims experience.

Our Claims Service Principles

The Arch approach to claims is founded on integrity, empathy and working together with our brokers to deliver fast and effective solutions for our mutual customers.


We view speed across every phase of the claims lifecycle, from FNOL (First Notice of Loss) to claim settlement, as essential to meeting broker and customer expectations.

  • Prompt settlement of claims facilitated by swift and efficient decision making.
  • Speedy responses to claims enquiries.
  • Ongoing communication and regular progress updates.


We are committed to building trusting, responsive and collaborative relationships with our broker partners.

  • Positive and proactive communication to address any issues and explore solutions together.
  • Responsive service from empathetic and approachable people committed to meeting customer expectations, even in the most challenging circumstances.
  • Dedicated claims specialists who are easy to reach and willing to talk to brokers and customers alike.


Our dedicated, experienced and knowledgeable claims teams are empowered to act quickly and decisively and apply a fair, straightforward and professional approach to every claim.

  • Multilingual handlers who are legally qualified in various jurisdictions and have a deep understanding of our international customers.
  • Experienced, rational and able to view claims from the policyholder’s perspective and resolve issues collaboratively.
  • Solution-oriented and we work closely with our underwriters prior to policy inception to help advise brokers and customers on the best solutions.


We take a pragmatic and inclusive approach that is empathetic to our customers’ circumstances.

  • Timeliness of resolution and proactive communication.
  • Understanding of the context and nuances of individual claims.
  • Mindful of the customer and the need to protect their interests.


We understand the importance of proactive and continuous communication to share insights, manage expectations and maintain trust.

  • Speedy and succinct communications that are clear and precise.
  • Availability to discuss any queries.
  • Friendly and empathetic with a customer-first approach.

Claims Leadership

Barbara Rizzi

Chief Claims Officer

Mobile: +44 (0) 7887 051806

[email protected]

Laura Brahams

Head of Claims – Third Party

Mobile: +44 (0) 7990 006681

[email protected]

Steve Turvey

Head of Claims – First Party

Mobile: +44 (0) 7584 702096

[email protected]

First Party Claims

Adam Murray

Claims Manager – First Party

Mobile: +44 (0) 7884 865 978

[email protected]

Shauna Lambe

Deputy First Party Claims Manager

Mobile: +44 (0) 7741 609 963

[email protected]

Third Party Claims

Darren Vye

Claims Manager, Professional Indemnity, Cyber & Intangible Assets

Mobile: +44 (0) 7506 051 149

[email protected]

Craig Hanson

Claims Manager, Financial Lines

Mobile: +44 (0) 7748 784535

[email protected]

Sian Martin

Claims Manager – Casualty and Healthcare

Mobile: +44 (0) 7415 420 037

[email protected]