Meet Our London Market Claims Team

There’s nothing worse than being kept in the dark, whether it’s good news or bad news. We strive to maintain a very direct and open communication with our brokers.

At the centre of every claim there is a business impact and a human story. At Arch we make sure that we take that on board and we deal with those situations with genuine empathy.

We recognise there is a necessity for fast payments, it allows businesses to get back in operation quicker, it allows life to return to normal, and it just removes any worry.

What sets Arch apart is the speed expertise and the partnership mindset. What we do is make sure that the ensured is matched to the correct vendor and we are assisting them as quickly as possible to resolve the business and get it back up and running.

What differentiates our claims team is our deep expertise. Our claims handlers have excellent technical knowledge of complex liability environments. Many of them are lawyers and all of them are experts in their particular lines of businesses.

What our clients need from us is speed and clarity. That is early confirmation of cover and straightforward guidance on what is covered and what the next steps are.

By working closely with our brokers and our clients, our claims handling is early, it’s strategic and most importantly, it’s collaborative.

We view technology as an enabler, not a replacement for our teams. It creates capacity for our team to be empathetic and approachable, maintaining that human touch our brokers and clients value while delivering the consistent, efficient service they expect.

There’s also a focus on communication, keeping the clients informed of any decisions and updates that we’re making, and it allows them to understand where it is that they stand and they can then take appropriate action.

We do strive to establish very meaningful relationships with our brokers at every level of the organisation from the top down, so we get to know our brokers and we get to know their clients so that we can deliver the better experience for everyone.

What matters most for our insured, is that they’re treated fairly, with respect and that there’s an outcome that we’re both happy with.