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Claims
Company History
Great American has been providing a customer service and claims handling service in the UK and Europe for over quarter of a century, working on behalf of a number of blue chip companies and big name brands who trust us with their customers.
We are proud to offer an efficient and customer focused service, from our own UK-based centre with dedicated native language speakers providing a personal service aimed at repairing or replacing equipment as quickly as possible so that customers can get on with their everyday business/to ensure minimal business disruption.
Unique Telephone-based Claims Service
Our telephone based claims service means no cumbersome forms have to be completed; good supplier relationships and a bespoke claims system, developed in–house, ensure claims can be resolved quickly, efficiently and to the customer’s satisfaction. We fully embrace treating customers fairly and our Claims team are trained to a high standard to make sure your customer’s interaction with us at a stressful time is a positive one.
Claims process
- Customer calls on a dedicated claims number as soon as they are aware equipment has been lost, stolen or accidentally damaged
- The Service Support Representative collects all relevant information regarding the loss over the telephone, including a recorded statement where necessary
- The Claims Database is updated
- The Claims team manages the claim, liaising with the customer, client and supplier to validate cover and ensure the item is repaired or replaced in a timely manner
- The Claims Database is used to capture all information collected from the various parties connected with anyone claims, meaning any member of the claims team can take over responsibility for a claim
- Payments are authorised and made in full within 5 working days
Employee Development
60% of our Service Support staff have worked for us for over 5 years bringing a wealth of experience and stability to our operations. We have developed a core competency framework ensuring continued training and development including modules in complaints handling and ultimately leading to the CII Certificate in Insurance. All Service Support staff are native language speakers to facilitate a positive customer experience for our European customers.
Bespoke Claims Handling System
Our Claims Handling system was developed in house by insurance experts to reflect our specific products and offers extensive MI reporting capabilities.
Complaint Management & Reporting
Although we aim to achieve 100% customer satisfaction inevitably from time to time there will be complaints. We are committed to resolving complaints fairly and promptly to minimise customer inconvenience. Our Complaints handling process ensures you are compliant with the FCA complaint reporting process.
