Claims Handling
At Direct Group we pride ourselves that we place the customer at the heart of everything we do and we treat people the way in which we would expect to be treated ourselves. This statement expresses our Claims Handling service culture and determines how we approach all claims on any product.
We take a pro-active approach to our claims handling. We have a range of solutions including traditional claims forms, tele-claims and web based claims systems. We pride ourselves on our ability to provide customers with a quick and consistent response as well as ongoing help and advice. Individually branded claims lines can be setup to provide a professional, personalised call from a customers viewpoint.
Claims are all handled by highly trained and experienced claims handlers, we also have a team of field inspectors so our delivery partners and insurers are safe in the knowledge that we are treating their customers fairly as well as managing the performance of the scheme.
Services include:
- Claims notification
- Desktop claims investigation
- Field investigation enquiries
- Field based inspection
- Loss adjustment
- Claims payment
- Supply chain management
- Rehabilitation
- Back to Work programmes
- Fraud prevention
- Interactive telephone interviews
- Witness statements and Locus report
- Recoveries
- Helpline assistance
- Claims reporting
Direct Group Investigation Services is the specialist counter fraud investigation team and works closely with both our internal and insurers external claims teams.
Direct Validation Services provide validation of contents claims across all insurer commodities, supporting the home contents & personal possessions insurance sector delivering:
- Efficient processes
- Excellent customer service
- Minimise claim lifecycle
- Optimise settlement costs
- Continual improvement
- Innovation
Direct Group provides this service across our four core product areas - Property, Motor, Accident & Health and Life.
