Our Approach

Find out more about how we work

To ensure smooth service provision, we work closely with our underwriters to deliver efficient policy execution and claims handling.


Our Claims Philosophy
The Chaucer Claims Team is responsible for handling claims for the Syndicate’s Marine, Energy, Aviation, Property, Casualty and Treaty Underwriting Divisions.

While claims events are inherently uncertain and volatile, we aim to combine in‐depth technical expertise with a wide breadth of experience across each class of business to provide our clients with pro‐active claims management solutions. Supported by our Claims Operations team, we aim to provide a first class claims service and, most importantly, pay valid claims promptly.

A clear customer service mentality is the corner stone of our Claims philosophy. While speed of settlement is important to us, and response times are closely monitored, we strive to provide an unparalleled level of understanding and communication to our clients. Chaucer aims to appoint trusted third party loss adjusters, surveyors and legal advisors for claims investigation and assessment services. The development of long standing relationships with key experts and agreed terms of engagement aims to ensure that we always receive a first rate service. Direct contact is actively encouraged in order to ensure client needs are met without delay.

The strong support of our Underwriters, along with dedicated operational resource, aims to ensure that the claims function within Chaucer is viewed as a service and not a cost. Prudent reserving and specialist claims handling experience aim to not only directly contribute to business retention, but also to enhance Chaucer's reputation and values.

The nurturing of talent and future business process is also key to our claims approach. Individual claims handing authority limits and succession planning aim not only to ensure compliance with key controls, but also aim to provide extremely valuable experience for our younger generation of Claims Handlers at Chaucer. The development of our claims specific graduate scheme also demonstrates our long term commitment to claims talent.

With the full support of the Agency Board, we are committed to handling each claim on its own merits, in conjunction with Lloyd’s Claims Principles and Minimum Standards. We also consider involvement with future initiatives, such as ECF2, the Claims Transformation Project, and ACORD standard messaging absolutely essential to maintaining our client’s high expectations.