Our Claims Service

What makes us different?

At MSIG, we focus on trying our very best to make life easier for you. We empower our team of senior claims professionals to make decisions based on their wide-ranging market experience. This, combined with our fast, efficient and accurate claims service, puts you at the centre of the process.

We focus on delivering high-quality and proactive claims management, and on being open and transparent at all times. We also look to work closely with our customers to defend or settle third party claims.

At the heart of everything we believe in as an organization is our claims philosophy. We ensure that all of our team clearly understands and aims to achieve the best possible service with every loss they handle. The claims philosophy is a key part of our culture; it states:

  • We will constantly monitor the service we provide to ensure we perform to the highest standards
  • We will always strive to treat customers fairly
  • We will take great care in selecting the right partners and will monitor their performance with the same rigour as we do with our own service

We are proud of the service we provide and explain more about our capabilities in our Claims Charter.

ALL decisions made on claims are taken locally, leading to speedy solutions for even the most complicated losses.

Our Claims Managers are also available to you out of business hours should you need to contact us in an emergency situation.

We will always strive to ensure good outcomes for our customers but if you are unhappy with any aspect of the service you receive, please contact us immediately. Details of our Complaints Policy are shown in the 'Our Customers' page of the website.

Property

The Property claims team is managed by Amanda Norfolk. Amanda is vastly experienced with more than 25 years in the market. Amanda's team are also very experienced, each member has around 20 years experience in the market. The team have worked together for many years and are able to provide a quality, consistent and proactive service to our brokers and customers. They have a strong track record and a good reputation in the market.

The team handles all types of Property losses both in the UK and overseas, these include Construction, Real Estate and Engineering.

We fully understand the pressures and sensitivities that surround major losses and not just from a cash flow perspective. In particular, we actively encourage open communication with our clients because we understand they also have expectations and stakeholders to manage internally within their own businesses.

The team takes a 'hands on' approach, often including site visits and regular liaison between our Claims Adjusters, Risk Engineers and Underwriters.

We employ the specialist skills and expertise of partner loss adjusters, TPAs and other third parties such as lawyers, forensic accountants and business sector experts to assist us with mitigation strategies and information gathering. This means quicker, more informed and accurate judgements and allows us to respond rapidly to any situation.

The team carefully manages these external arrangements to ensure that the service being provided by third parties is at a level consistent with the overall claims philosophy that is at the heart of the Mitsui Sumitomo culture.

With the assistance of our partnering suppliers, we provide a 24/7 claims service which ensures that help will be at hand the moment a loss is reported to us.

For more information contact Amanda Norfolk.

Casualty

The Casualty team at MSIG is managed by Ian Lester.

Working together with our customers and brokers we are able to design a bespoke claims service specifically suited to your business needs. Forming a multi-disciplinary team with our Underwriters and Risk Engineers, we help customers to enhance their processes and procedures to help reduce the likelihood of claims occurring.

Our highly experienced team of Claims Adjusters work in tandem with selected Third Party Administrators and are able to approach your account both on a claim by claim and on a portfolio basis, ensuring claims are robustly defended, or speedily settled, to manage costs and protect our customers business.

We offer regular reviews to provide awareness, advice and guidance. All claims will benefit from a desktop or site visit, effective rehabilitation review, anti-fraud screening and total transparency throughout the life of the claim. Online access and MI are available and easily accessible so you will always be right up to date with the status of any claim.

We believe that each and every claim is important and our claims service is the delivery of the promise we make to you when you place your business with us.

We provide a 24/7 claims service which ensures that help will be at hand the moment a loss is reported to us.

From low value slips and trips to catastrophic injury and complex products liability losses, you can be sure that the Casualty Claims Team at MSIG at Lloyd's are accessible to you and ready to assist customers and brokers to ensure the best possible outcome.

For more information contact Ian Lester.

Professional Lines

The Professional Lines team at MSIG is led by Richard Sands. Richard is vastly experienced having spent over 30 years working in the London Market.

Richard is supported by an experienced team of legally and professionally qualified Senior Claims Adjusters. The team is experienced in handling claims involving a wide range of professions and product lines, such as Professional Indemnity, Financial Lines and Directors' and Officers', both here in the UK and overseas.

Key decision makers are retained in London and are readily accessible, so customers can be assured that important decisions are never delegated outside of the team. We provide a claims service which ensures that help will be on hand the moment a loss is reported to us, so that we can offer support to our customers throughout the difficult period of receiving a claim.

We utilise our resources intelligently, so that complex and high value claims receive full attention from experienced and technically excellent adjusters. Supported by carefully chosen Third Party Administrators, claim volumes are managed efficiently and speedily to ensure a timely response. Throughout, we are able to direct our carefully selected panel of expert lawyers and loss adjusters to assist with managing litigation and controlling losses quickly and efficiently.

The team works closely with Underwriters to provide a seamless service to our brokers and customers. There is a strong claims culture within the team which is collaborative, challenging and striving to do what's best for the customer. We pride ourselves on being fair and honest in our dealings. We strive to be proactive and flexible in our approach to claims, which enables us to provide innovative solutions to support the customer.

Our multi-disciplinary approach ensures that we provide a top-quartile claims-adjusting service, whilst also allowing us to provide a bespoke claims service for our customers, which we think helps set us apart.

For further information, please contact Richard Sands.

Aviation

The philosophy of close communication and proactive claims management provides a pragmatic and highly flexible approach in settling all types and sizes of aviation claim. This coupled with our principle of building close and longstanding relationships with our clients and brokers helps us to ensure a high level of support for our clients when the worst happens. This is demonstrated by our Syndicate regularly attaining a top quartile service rating from Lloyd's, in which we take great pride.

We provide a 24/7 claims service which ensures that help will be at hand the moment a loss is reported to us.

At MSIG, our Aviation underwriters and claims team work hand in hand and, unusually for the London Market, the teams sit side by side ensuring close collaboration on each and every loss.

Marine

The Marine Claims team at MSIG is led by Eddie Cara who has over than 30 years of experience of adjusting Marine claims. Also, as a team, we have a minimum of 10 years of experience of handling Marine claims.

The Marine claims team handle Cargo, Specie, Hull, Marine Liability and Bloodstock claims for Syndicate 3210.

We aim to deliver a high quality, proactive and transparent claims service for our Marine claims by providing a top quartile service to our customers by building strong relationships and being open and transparent.

Our Marine claims team through their wide range of technical expertise, search for ways to find solutions to problems and issues, by fairness in their decisions and always willing to explain their thinking. This highly effective claims management is an integral part of our overall Marine offering.

This commitment to a high quality service is provided through a hybrid combination of in-house claims handling and using Third Party Administrated claims handling, this is controlled and overseen by our Marine Claims team. We believe that by working closely with a TPA we are able to provide fast and efficient claims handling, and, along with our in house claims handling, enables us to better understand the needs of our customers when managing their claims.

We provide a 24/7 claims service which ensures that help will be at hand the moment a loss is reported to us.

For further information please contact Eddie Cara.

UK & Ireland

At MSIG at Lloyd's, we focus on trying our very best to make life easier for you. We empower our team of senior claims professionals to make decisions based on their wide-ranging market experience. This, combined with our fast, efficient and accurate claims service, puts you at the centre of the process.

We focus on delivering high-quality and proactive claims management, and on being open and transparent at all times. We also look to work closely with our clients to defend or settle third party claims.

At the heart of everything we believe in as an organization is our claims philosophy. We ensure that all of our team clearly understands and aims to achieve the best possible service with every loss they handle. The claims philosophy is a key part of our culture; it states:

  • We will constantly monitor the service we provide to ensure we perform to the highest standards
  • We will always strive to treat customers fairly
  • We will take great care in selecting the right partners and will monitor their performance with the same rigour as we do with our own service

We are proud of the service we provide and explain more about our capabilities in our Claims Charter.

ALL decisions made on claims are taken locally, leading to speedy solutions to even the most complicated losses.

Our Claims Managers are also available to you out of business hours should you need to contact us in an emergency situation.

We will always strive to ensure good outcomes for our customers but if you are unhappy with any aspect of the service you receive, please contact us immediately. Details of our Complaints Policy are shown in the 'Our Customers' page of the website.

The Regional Property Claims Team is managed by Amanda Norfolk and is based in our Fenchurch Avenue offices in London.

The regional property claims are handled by our carefully selected TPAs who have an agreed delegated authority limit and work to a strict SLA. All TPAs are managed by the Property Claims Team in London who will act as a technical referral point, providing guidance and instructions as required.

All large claims outside of the TPA delegated authority limit are handled by the highly skilled and experienced Property Claims Team in London. This operating model has proven to be very successful and ensures an excellent customer experience in the event of a claim.

The Regional Casualty Claims team is managed by Caroline McGroary and is based in our Dublin office.

Our Dublin office will act in a "Head Office" capacity, providing oversight, control, direction and instructions to our carefully selected, service orientated, TPA's. All large claims outside of the TPA delegated authority limit are handled by the highly skilled and experienced Casualty claim team in Dublin , who are in turn supported by our London team.

Our TPA partners are also able to offer our brokers live system access to customer's claim files, giving them the ability to answer questions faster and directly, with additional technical backup from our in-house claims teams always available.

Key Claims Contacts


Simon Catt

Head of Claims
Mobile: (+44) 7850 615 637
Desk: (+44) 20 3162 8341

Richard Alexander

Claims Account Executive
Mob: (+44) 7800 952 308
Desk: (+44) 20 7702 6298

Eddie Cara

Marine Claims Manager
Mob: (+44) 7890 526 753
Desk: (+44) 20 7702 6315

Ian Lester

Casualty Claims Manager
Mobile: (+44) 7815 923 296
Desk: (+44) 20 7977 8322

Caroline McGroary
BA(Hons) DipHE CIP

Regional Casualty Claims Manager
Mob: 00353 (0)86 046 0945
Desk: (+44) 0353 (0)1 614 9433

Amanda Norfolk
ACII

Property Claims Manager
Mobile: (+44) 7867 525 068
Desk: (+44) 20 7702 6262

Richard Sands

PI Claims Manager
Mobile: (+44) 7813 595 145
Desk: (+44) 20 7702 6368

Neil Winterbourne

Claims Counsel
(+44) 20 7977 8321
I joined MSIG in 2012 as Head of Claims. I have close to 30 years experience in the industry, ranging from broking litigation Management to audit and investigation.; more recently I headed up the claims operation for a major international carrier for 11 years.My wide-ranging experience allows me to deal with the complexities of large losses and, equally, developing and implementing processes that ensure smooth and equitable handling of smaller losses. My passion is for great service with claims as the shop window. I believe in the Customer centric culture of MSIG and the benefits that it brings to our Customers.I have been elected by my peers in the Market to represent them at the London Market Association Claim Committee and have previously worked on Market Committees , always working for positive change.

I joined MSIG in December 2007. I have worked in the London market since 1985 and have extensive experience in the handling of high value and complex losses, particularly in the Financial Institutions and Professional Indemnity classes of business. I also have a great deal of experience in re-insurance and contractor management. My role as an Account Executive allows me to offer customers a very personalised claims experience and helps toward a speedy and appropriate resolution.

I joined MSIG in 2006 as Marine Claims Manager. Prior to joining, I had more than 20 years experience as a Cargo Claims Adjuster at Lloyd’s. My main areas of expertise are in Cargo, Specie, Hull, Marine Liability claims and I also handle Bloodstock claims. I have been involved in a number of complex and major losses on behalf of MSIG, and previously for Lloyd’s.
I joined MSIG in 2006 and now manage a team of five experienced Claims Adjusters who focus on providing technical advice and guidance to our TPA's and managing large and complex claims. Starting with a major liability insurer in 1989, the majority of my career has been spent in technical claims handling roles in the Casualty classes although I have also undertaken roles in relationship and account management
I joined MSIG in January 2014 initially as a claims adjuster before progressing to Claims Team Manager. I have worked in the Irish market since 2002. Throughout that period I worked across numerous departments including own damage motor claims, casualty claims, supply chain management, field adjuster and a brief period as TPA claims adjuster . My experience gained from working in different departments has given me a more holistic view and approach to the claims operation and offering.
I joined MSIG in 2004, initially as a Property Claims Adjuster before progressing into the role of Property Claims Manager with responsibility for the property, construction and engineering claims management. I now lead a team of experienced adjusters, who handle a wide ranging worldwide portfolio of claims, whilst retaining a caseload of technical claims. I have amassed an extensive range of experience in the insurance market since my career as a claims handler started in 1990 with a major UK composite insurer and I have specialised in property claims for the past 15 years. I attained my ACII in 1994.
I joined MSIG in December 2007 and bring extensive experience of handling both complex, high value Professional Indemnity and Financial Institution claims on a UK and Worldwide basis. I have worked in the London Insurance market since 1985, and am also widely experienced in both Reinsurance and Contractor Management.
MSIG Award
winning claims team
A tradition of respect and fairness,
with a fast and accurate service that
makes life easier for you.
92.3%


of customers rated our service as 'Excellent' or 'Good'




Independent Survey, July 2015
84.6%


of brokers rated our service as 'Excellent' or 'Good'




Independent Survey, July 2015
The overall satisfaction rate of our customers with our claims service is

92.30%




Independent Survey, July 2015
90%


of brokers surveyed rated the MSIG claims service as the best in the market




Independent Survey, July 2015