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Why in-house loss adjusting makes all the difference
26 August 2026
Read time: 7 minutes
When a customer experiences a loss, speed and clarity are everything. For brokers, the claims experience is often the moment of truth, and the point at which your insurer either reinforces trust or erodes it.
At Intact Insurance, our in-house loss adjusting service is designed to do the former. We can deliver faster outcomes and stronger advocacy at every stage of a claim. We do this by combining technical expertise, decision-making authority, and a customer-first approach.
We know that one of the biggest frustrations in claims handling is delay caused by referrals between third-parties. Our model removes this friction.
Our adjusters are based in-house, and have full authority to make decisions on-site. There's no need for them to refer externally for approvals. They also have direct access to internal teams, such as underwriting claims and finance.
This allows us to make timely decisions as soon as evidence is available. It also enables us to approve interim payments quickly to support cash flow, and provide clear action plans from the outset. For brokers, this means fewer bottlenecks, faster updates, and a smoother experience for your customers.
Ultimately, the goal of any claim is to get the policyholder back on track as quickly as possible. Our in-house approach supports this, and so for customers this means returning to normal operations sooner. For brokers, it reinforces your role as a trusted advisor, backed by an insurer that delivers.
Our loss adjusting teams are made up of professionally qualified adjusters. They manage claims for up to £100,000, and major losses exceeding £100,000.
This depth of expertise matters. Professional qualifications act as a recognised benchmark of quality, ensuring adjusters have:
For brokers and customers, this translates into confidence that claims are being handled by experts who understand both the detail and the bigger picture.
In our loss adjusting teams, this expertise is further enhanced by an in-house forensic accountant. They are focused purely on Intact Insurance customer claims, and possesses deep knowledge of our policy wordings. They also have authority to make and agree settlement decisions without the need for referral.
The result? Faster resolution of business interruption and financial loss claims, with fewer delays and greater certainty.
While no two losses are the same, our approach is consistent and transparent. The claims journey our loss adjusting team go on includes:
For property claims, we make early contact within 4 hours and, where appropriate, will make on-site attendance within 3 days. We'll work to agree clear next steps, and an agreed action plan with the broker and policyholder.
Regular updates, with direct access to the adjuster handling the claim. We'll discuss interim payments and mitigation to keep businesses moving.
Fair, prompt resolution with a focus on minimising business disruption.
Claims often involve multiple stakeholders, competing priorities and significant financial impact. Managing these effectively requires both technical skill and strong coordination.
Our in-house model gives us a clear advantage:
Just as importantly, we take a project-managed approach. This helps to keep all parties aligned and focused on resolution.
Our approach isn’t just theoretical, it delivers real results.
A recent claim where our loss adjusters provided support, was a catastrophic fire at a customer's business premises. Following the fire, we worked quickly with the customer to allow them to take control of reinstatement, and maintain operations with minimal disruption.
This is just one example that highlights what brokers value most: expertise, speed, and ease of working.
Consistency is key in building trust. With Intact Insurance, brokers benefit from a single, dedicated loss adjuster that handles the claim throughout. Brokers have direct communication to their dedicated adjuster without barriers.
Contact and updates are regular and timely on all key decisions. This continuity allows strong relationships to develop early in the process. This helps make claims easier to manage for both brokers and customers.
Even during surge events, our model is designed to maintain service continuity. This is supported by trusted partners where needed, without compromising on oversight or quality.
Our loss adjusting team is not only highly skilled, but experienced. Many of our loss adjusters have spent decades in their roles.
That longevity reflects strong technical capability, a supportive team environment, and the autonomy to make meaningful decisions. Most importantly, it reflects a shared purpose: helping customers when they need it most.
Looking ahead, we are focused on reducing claim lifecycles even further. We're focusing on enhanced lifecycle management, and a more structured, project-driven approach.
By continually refining how we manage complex losses, we aim to:
Choosing an insurer isn’t just about price or cover, it’s about what happens when something goes wrong. It’s a claims experience designed to help protect your reputation, support your customers, and make doing business easier.
Article by:
SEO and Web Content Manager
Article by:
SEO and Web Content Manager
Carmen is an SEO and Web Content Manager with a specialism in clear, compelling copywriting. She’s skilled at transforming complex insurance topics into engaging, easy‑to‑digest content that helps users make confident decisions.
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