10th January 2024

The British Insurance Brokers’ Association (BIBA) has launched three claims guides that their members can use to help customers better navigate the claims process for home, motor and travel insurance. The guides can be accessed by members on the publication section of the BIBA website.

Having a valid claim dealt with in a timely and fair fashion is what insurance customers expect in return for their premiums.  However, customers may not be aware of what they need to do to smooth the claims journey and these guides will help conversations between brokers and their customers when managing a claim. They will be a useful aide memoir for brokers’ clients.

The guides were written by member experts from the BIBA cross-sector Claims Working Group.

Andrew Gibbons, Chair BIBA Claims Working Group, and MD, Mason Owen Financial Services said: “These guides are designed as an aid to BIBA member brokers to help their customers to understand the steps they may need to take and the information they may need to gather in order to submit a claim. Getting as much detail about the loss to insurers helps to reduce the number of queries and we believe that following the advice and tips in the guides will speed up the process.”

The three short guides will be available to members on the BIBA website and, recognising that some members choose to be very proactive in their customers’ claims, ‘white-labelled’ versions are available for members to add their own branding.

Graeme Trudgill, CEO, BIBA concluded: “This is an important piece of work for us to help members really demonstrate their value to customers. The guides bring to life what happens during a claim with an aim to help customers have as smooth a claims experience as possible. I would like to thank the members of the Claims Working Group who gave their time to get these guides published.”


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