Why we can claim to be one of the best

We have paid out over £28 million in B&C claims since 2000. The most common reason for a claim is the escape of water at 21.8%, and a typical claimant will receive a settlement of around £1,155 (based on payouts and number of claims since 2000).

We have paid out over £50 million in MPPI claims since 2000. Unemployment claims made up 58% and disability claims made up 42% of MPPI claims.

When the phone rings, we do our utmost to answer it within 30 seconds. When an email arrives, we deal with it by 3.30pm that day. We then assess and process each claim within five working days and, assuming it is accepted, pay out within 30 days. Our call centre staff are all highly trained, with new members receiving three weeks' one-to-one induction on principles, practices and claims handling systems, and are then mentored by a senior member of the team. For more experienced staff, there's ongoing training in specialisms such as liability, subsidence and supply chain management.

We often recruit staff from other insurers or local loss adjusters, and many are working towards CII accreditation, forming a well rounded team with a high level of knowledge. Staff retention is also very high and at least half of our team has been with us for three years or longer.