The Lumley Approach to Claims
Here at Lumley, it is our belief that the true value of your insurance policy isn’t tested until you need to make a claim against it. And whilst we hope you never need to call on it, we want you to feel that you are going to be properly taken care of should something go wrong. With this in mind, we have carefully selected our panel of insurers based on their exemplary claims service.
We understand that the circumstances around needing to make a claim can be distressing, and the last thing you need at such a time are barriers and more difficulties. As your broker, we are here to help guide you through the process and work with your insurance provider to get things back to normal for you as quickly and smoothly as possible.
Our providers are not in the habit of hidden exclusions or restrictive conditions. Where other standard market insurance companies may look for a reason not to pay a claim, we work closely together to obtain a swift and satisfactory settlement on your behalf.
Our longstanding relationships with our chosen panel of insurers mean that we have direct access to high level claims handlers and decision makers, which allows us to represent your interests to the best of our ability.
Need to make a claim?
In the first instance, please call us and speak to your account handler to notify them of your loss.
We’ve put together a fact sheet to prepare you for some of the questions we may ask in relation to a few of the most common types of claim.
Should you require urgent assistance outside of our normal business hours, please contact your insurer directly via their contact details listed here.
If something requires urgent attention e.g. an uncontrollable leak or your home is no longer secure, please contact your insurer’s home emergency helpline, other appropriate tradesman or the authorities immediately to ensure the situation is under control before registering your claim with us.
When you call us, we will discuss the circumstances of your claim and provide you with guidance on how the claims process will work and inform you of any policy excess you may have to pay. We will also advise you of the effect making a claim will have on your policy. In some cases, we may advise against making a claim, for example, if your policy excess means you would be paying more towards this than your provider.
If a decision is made to proceed with the claim, we can then inform your insurer’s claims team or loss adjuster on your behalf. Dependent on the severity of the loss, a visit to your property may be required.
Insurers may require additional information as the claim progresses in order to process settlement as quickly as possible, so please retain invoices and correspondence related to any work or services related to your claim so a full settlement amount can be determined easily.
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