Reportage: The claim game

While many fear it may not be assigned as much importance as underwriting, claims has a vital role to play in keeping customers and clients satisfied and in fighting fraud, reports Caitlin Morrison

Cliches abound when it comes to claims. Insurers, as well as many brokers, like to trumpet their great approach to claims – after all it is the shop window, the proof in the pudding, where the rubber meets the road.

But sometimes it is difficult to see just how one shop window differs from the others. Any insurance company is going to have to deal with claims at some stage, and the principle is largely the same whether you are dealing with a claim on a personal motor policy, or on some form of