Claims Services
Travelers advantage
Minimising negative impact and maximising positive outcomes
Experience and expertise matter when aiming for superior results. That’s why our approach to claims handling matches skill sets of Claim Professionals to their areas of technical acumen and in-depth exposure. We understand that customers and brokers know their businesses best, so we’ve made it a priority to partner with clients through the lifecycle of a claim and collaborate on strategic decisions. Our highly experienced Claim Professionals draw from a wealth of claims handling cases to avoid common pitfalls and guide optimal outcomes.
Our claims advantages
There when you need us most
Customers receive award-winning service because we go above and beyond to deliver a professional claims experience. We invest heavily in training the Claims team, and our forensics and investigative capabilities protect our customers from fraud. The Travelers proactive approach delivers industry expertise with continuity of claims service through long-term customer relationships.
- All in-house
- Subrogation team
- Investigative Services team (fraud investigation services)
- Rehabilitation case management
- Global claims solutions with a global team focused on delivering superior service
- Highly experienced Claim Relationship Managers
- Strong legal and technical knowledge with deep industry expertise
- Designated decision maker working on each claim end-to-end
- Proven process followed for fast and accurate claims resolution
- State-of-the-art Claim University providing technical training and leadership development to our Claim Professionals
- Two claims teams
- Central
- Complex
- Improvements service
- Nurse case management
- Defence cost management team
- Claims data insights service, including data analytics/Management Information
- Vendor Management
- A network of specialist lawyers, industry experts and loss adjusters
Claim University
This content brought to you by Travelers
Insurance Journal – Travelers Changes The Way Its Claim Reps Do Business
(DESCRIPTION)
Text, Insurance Journal. A building entrance with a sign that reads Claim University. Source: Travelers.
(SPEECH)
[MUSIC PLAYING]
PATRICK GEE: I'm Patrick Gee, responsible for auto and property claim operations, including
catastrophe response at the travelers' this is our Claim University. It's a 200,000 square foot facility where we train almost 8,000 employees each year. About 300,000 hours of training that we conduct both
virtually and also here at the University, and this in conjunction with our very comprehensive risk control forensics laboratory where we get to the root cause of claims and combine all that information.
And we really train all of our employees so that technically they're prepared to help our customers recover from loss as quickly as possible.
(DESCRIPTION)
A drone lifts off from the ground and flies around the top of a building.
(SPEECH)
We actually developed our first drone training class several years ago in anticipation of the FAA rolling out their small drone guidelines, which they did this summer. So we actually only had to make a few small changes to the coursework we'd already developed, and it allowed our first class of students to basically cover the material.
Including all the very rigorous flight training and graduate within a week of the new guidelines being released over the course of the summer. Our drone training includes all the FAA regulatory rules so that we can pass the ground tests, and a very comprehensive set of flight training to pass our high standards for flight certification.
And we have those classes ongoing throughout the year. We have almost 150 drone operators trained at this point and will have several more trained by the end of the summer and more even beyond that. The drones have very high resolution imagery at a 4K or an 8K level. And so when you fly them over a property, you can take video for the whole flight and you can take still images throughout that flight, and then you can just upload that to your claim systems or wherever you're storing that imagery.
And right now we manually fly the drones, but we really expect, not too far down the road, that based on a lot of the new technology and entering the industry, drone flight will actually be automated. Including the taking of the photographs, the flight paths themselves, as well as uploading of all the information you need into your company's claim platforms.
(DESCRIPTION)
table of drones.
(SPEECH)
Using the drones is really another technology tool in the quiver of our claim professionals and we've really changed the way we do work over the past few years. With smartphones, with apps, with the geospatial tools we use to assess properties and measure things even before we go to the customer location. When you add to the drone technology in, it really creates a much safer environment that dramatically expedites the claim process in terms of our ability to pay our customers more quickly and help them recover from losses as soon as possible.
(DESCRIPTION)
Text, Insurance Journal TV.
Investigations – keeping premiums fair
By investing significant resources in claims investigations, we ensure that only the right amounts are paid to the right parties, for the right reasons. All claims received are automatically put through a multi-tiered investigation system to detect suspicious claims before payments are made. This investigative capability is underpinned by technical input from our industrial hygiene and forensics laboratory.
Travelers’ highly skilled lab professionals examine thousands of products a year, supporting the Claims team with vital causation analysis, liability claims and disputes. We also partner with industry bodies such as the Insurance Fraud Bureau and the Insurance Fraud Enforcement Department to stay up to date on common fraudulent claims tactics. Being in the know about ‘crash for cash’ scams and potential claim targets allows us to take punitive measures, where necessary.
Our customers can be certain:
- Claims submitted or any claims made against them will be fairly assessed
- Travelers policyholders won't be an easy target for fraud
- A Travelers dedicated team will investigate all cases referred to them, regardless of size
- Insurance premiums will genuinely reflect policyholder risks
Rehabilitation – getting people back to work
Travelers recognises the costs of medical management, treatment and rehabilitation can represent a large proportion of the total cost of an injury claim. Providing early and ongoing in-house services assists employee wellness and enables better overall financial outcomes.
We work in partnership with customers to get injured employees back to the workplace quickly and safely. Customers who have employers’ liability insurance with Travelers can receive support through the Proactive Rehabilitation Support (PRS) policy benefit. All employers’ liability policyholders can benefit from our in-house medically qualified Nurse Management team when an injury happens as a result of an incident or accident. Where a formal claim for personal injury has been made, our Medical Nurse Managers will support our Claim Professionals in cases managing all aspects of rehabilitation.
Proactive Rehabilitation Support (PRS)
PRS is a policyholder employee/staff benefit for when accidents in the workplace happen – even if there is no negligence by the employer. PRS entitles employees to several benefits.
- Assessments
- Investigations
- Diagnostics
- Physiotherapy
- Psychological support
- Reduction in ‘hidden costs’
- Timely access to medical intervention
Nurse case management
Managed rehabilitation ensures the right treatment from the appropriate medical expert is arranged at the right time. Nurse case management brings many benefits to those involved with a claim.
- Early intervention – avoiding the need for a formal claim in many cases
- Critical and timely insights regarding causation and future treatments needed
- Reduced time for employee injury recovery results in a faster ‘return to work’ date
- Enhanced employee satisfaction and engagement
- Reduced employers’ liability insurance costs as fewer claims are made
Solicitors post-claim wellbeing service
We understand that it’s not uncommon for mistakes to happen that lead to a professional indemnity insurance claim. Individuals in the legal services industry take great pride in serving the best interests of their clients, so missteps in any area can hit hard with significant impact on personal wellbeing and performance.
Travelers offers a post-claim wellbeing service, which is completely confidential and free of charge to solicitor professional indemnity policyholders. If someone is involved in a professional indemnity claim, they can email a dedicated address to arrange a video or phone call with a specialist who can offer support.
Travelers covers up to six follow-up sessions to support healthy mental wellbeing, as decided between participant and specialist. Neither Travelers nor employers will know who has used the service, and participation will not affect the claim in any way. We encourage all who are eligible to access the service for any issue, seemingly big or small.
Solicitors wellbeing service
Professional and personal post-claim care
We’ve partnered with a third-party service, HelloSelf, to provide counselling support through a team of mental health professionals. The service is fully confidential.
Vendor management
The costs of investigation and litigation can represent a large proportion of the total cost of a claim. This can impact directly on the policyholder and their claim experience. At Travelers, we expect all our vendors to adhere to their service level agreements (SLAs), which are set out in their Claim Service Agreement to ensure we are delivering first-class service on every claim.
Our dedicated in-house vendor management and Claims Legal team source and manage all external suppliers through an ongoing programme. Those teams monitor the regularly received management information and feedback from Claim Professionals including:
- Rigorous due diligence
- Robust relationships with vendors
- Negotiated favourable pre-agreed rates for services received
- Frequent performance review meetings and regular audits held with vendors
- Fast and appropriate escalation when things have not gone to plan
Subrogation
Travelers’ dedicated Subrogation team are on hand to support our Claim Professionals through early triage of all new cases. Our team can maximise recoveries and achieve superior claim results by exploring opportunities to recover monies paid from parties who are responsible for the policyholder’s losses.
Subrogation efforts help protect the policyholder’s interests as well as minimise their overall claim spend. And, as this resource sits within Travelers’ additional claim services, there are several benefits including:
- Timely identification and pursuit of recoveries
- Cost benefits to reducing external vendor use
- Regular reviews to ensure no subrogation opportunities are missed
- Recovery reserves recorded in claims system and monitored monthly
Lloyd’s claims through Travelers Syndicate 5000
The syndicate is supported by an in-house team of experienced specialty claims experts. They ensure that we meet our Lloyd’s market service-level obligations at all times.
Through partnership and collaboration, we are committed to understanding the unique elements of our customers’ business and to reaching the right outcome whilst providing the maximum value. We recognise that a claim can have implications for businesses that extend well beyond the cost of the claim. Travelers protects what matters most to their customers – their business, brand and reputation.
Lloyd’s Travelers Syndicate 5000 held products have access to:
Client relationship managers
High-quality relationship building and service
Meet our Claims team
At Travelers, we work closely with our customers to improve the safety and security of their organisations. However, incidents do arise, and when they do, our in-house Claims team can be relied on for fast, efficient and empathetic service.
Travelers’ Claims team is comprised of highly skilled and experienced individuals, with in-depth legal and technical knowledge. This ensures we are well equipped to handle a wide scope of claims through to final settlement.
Like to speak to us about our claims solutions?
Speak to one of our experts to evaluate your claim needs.
Call the claim line at +44 (0)800 587 8366 or email our team/request a call back.
Need to make a claim?
Learn more about the claims process and get started on a claim.
Visit the Claims Centre.
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Send us your claims experience feedback, and we’ll do our best to take your input into account.
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