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21 September 2020

The importance of an in-house claims team

It’s true that you need a professional broker with the know-how to look after your needs and ensure your personal and business assets are protected. But the real test of a broker is when things go wrong and you need to make a claim.

With a dedicated, in-house claims department, Erskine Murray has the expertise and experience to handle your claim from start to finish, acting on your behalf, asking the right questions and providing the correct information to ensure you receive the best possible settlement, quickly and efficiently.

Unlike many brokers, we operate our own in-house claims team, comprising four full-time members of staff, with many years’ experience handling claims, to help you through the process and, as required, fight your corner at every point.

However complex or unusual your claim may be, our team has the capability, expertise and experience to ascertain exactly what evidence and information needs to be provided, keeping in touch with the insurer and, if appropriate, loss adjuster, at every stage. Whether you are a private or business policyholder, we aim to provide a conduit between you and your insurer, with one aim in mind: to protect your interests and achieve the best possible settlement.

The only exception is a motor claim, which will be notified directly to the insurer, although even in these cases we will keep a close eye on proceedings, advising you and becoming involved if necessary. In all other areas, we provide a fully managed claims service, minimising disruption to your life and taking ownership of the entire process.

Keeping in touch

We consider claims handling as an integral part of our service proposition and fully understand that communication is key throughout the process, which means we will keep in touch on a regular basis and keep you informed as to your claim’s progress and delivering transparent reliable responses throughout. In this way, we aim to avoid unnecessary delays, speed up the process and ensure your insurer delivers when it matters most to you.

From the minute you get in touch and advise us of your situation, we will assign a dedicated in-house claims manager to your case, whom you can call at any time and who will keep in regular contact with you. Our aim at all times is to negotiate fairly on your behalf and communicate this openly to you.


If you wish to file a new claim, discuss a current claim or simply require more information, please don’t hesitate to get in touch with us on 0116 265 4300 or email [email protected].