Introducing the Intact Insurance Claims Charter

"From start to finish, we will take clear ownership of your claim."

Ownership makes a real difference to how a claim progresses. When everyone knows who is responsible, decisions are made faster, communication is clearer and you can move forward with confidence. 

We will assign you a dedicated claims handler, who will take ownership from start to finish. They will remain accountable throughout, bringing in the right expertise at the right time while maintaining continuity and control.

We will coordinate our network of approved suppliers and specialists to support your claim. The process will feel joined-up, ensuring that the expertise behind your claim works as one, so you are free to focus on getting back on track.

• An accountable claims handler will manage your claim from start to finish. Ensuring continuity, clarity and no unnecessary hand-offs.
• Key brokers and major customers will work with our Claims Account Management Team to build strong trusted partnerships.
• For Property losses, we will contact customers within 4 hours of acknowledging notification if a loss adjuster visit is required, and we will then  visit you within 72 hours.

"At every stage, we will focus on getting your business back up and running, and support you in becoming more resilient for the future."

We believe the true measure of a claim is not just how it is settled, but how quickly and effectively a business is able to recover and build resilience for the future.

That is why we take a resilience-first approach to every claim. We will work alongside you and our trusted partners to minimise disruption and restore normal operations as quickly and smoothly as possible. Our approach will be tailored to the needs of your business.

We will share our insight and experience to help mitigate your risk and, where possible, help your business become more resilient against future disruption.

• Coordinated access to our trusted network of approved suppliers and specialists, with continued investment to improve service capability.
• Use of our in-house technical expertise to support faster resolution of claims through tailored processes for customers.
• Leveraging our in-house Motor engineering expertise, we’ll reduce delays and speed up claim settlement. Where appropriate, third-parties will be contacted within an hour of the claim being reported.
• To help protect your interests, we will consider recovery opportunities from the very start of your claim.

Our commitment going forward

The expectations of brokers and customers will continue to evolve, and so will we.

The Intact Insurance Claims Charter is not a one-time statement. It is a commitment we will continue to hold ourselves against, challenge ourselves on, and strengthen over time. As the market changes, technology advances and customer needs develop, we will adapt how we support you, without compromising on the standards we have set.

We will continue to listen to feedback and use data and insight to improve the experience we provide. Where we see opportunities to move faster, communicate better or deliver more effectively, we will act.

We will also be transparent about our progress. We will track how we are performing against these commitments and use that insight to drive continuous improvement across our claims service.

Our focus is not just to meet expectations, but to stay ahead of them, raising the standard of what great service looks like and ensuring we deliver it consistently, every time.

Because this Charter is not just what we say today, it is what we will continue to deliver tomorrow.