Intact Insurance launches new Claims Charter

Intact Insurance has today launched a new ‘Claims Charter’, a series of clear and measurable commitments designed to give brokers greater confidence and consistency in how claims are handled by the insurer*.

The Charter is intended to set an industry leading standard and formalises how Intact Insurance will support customers at the point of claim, with a focus on speed of response, clear ownership, proactive communication and helping businesses recover quickly following loss.

Karl Helgesen, Chief Operating Officer at Intact Insurance, said: “Brokers tell us that clarity, speed and consistency in claims handling are critical, not just for their clients, but for their own ability to manage relationships and deliver value.

“This Charter sets out, in practical terms, what brokers and their clients can expect from us. It is about removing uncertainty, strengthening accountability and making the claims experience easier to navigate.”

The Charter is structured around five core commitments covering speed of response, ownership, communication, recovery and decision-making. It will provide brokers with greater certainty around how claims will be managed, with clearer ownership through a dedicated claims handler and more joined-up coordination across suppliers and specialists.

Helgesen added: “For brokers, a well-handled claim is fundamental to maintaining trust with their clients. By setting clear standards and making them visible, we are aiming to make that experience more consistent and easier to rely on.

“We will continue to track our performance against these commitments and use broker feedback to refine and improve how we deliver.”

The Charter applies across Intact Insurance’s UK business and will be continuously measured and evolved over time, with a focus on further improving response times, communication and overall claims outcomes.

ENDS

Press office:

David Stewart

[email protected]

07971 182 813

Notes to editors:

*A copy of the full Intact Insurance claims charter can be found here.

About Intact Insurance

Intact Insurance is a leading provider of Commercial and Specialty insurance solutions for businesses of all sizes across the UK and Ireland and through its Global Network in over 150 countries worldwide. Formerly known as RSA Insurance, Intact Insurance is part of Intact Financial Corporation (TSX: IFC), the largest provider of Property and Casualty insurance in Canada and a leading Specialty lines insurer with international expertise. At Intact, our purpose is clear - to help people, businesses and society prosper in good times and be resilient in bad times. For more information visit intactinsurance.co.uk.