Unlock the claims advantage for your clients
How FM Affiliated optimises claims management so brokers can deliver superior experiences
Clients increasingly expect differentiated customer experience (CX) from their property insurance brokers. But how will you deliver it?
At FM Affiliated, we are known for our CX excellence. The average customer stays with us for nine years. With our support, you can unlock these same great experiences for your mid-market commercial property insurance clients.
Why claims management is easier with FM Affiliated
When making a claim, commercial property insurance brokers and their clients must often deal with multiple carriers. This creates delays while loss adjustors schedule visits to assess the affected property.
Even in places where legislation streamlines this process – such as in the EU – FM Affiliated's in-house claims management team offers many advantages:
Coverage transparency
We help brokers and clients understand how a policy will respond in the event of a loss via in-depth policy workshops. Our claims adjustors also meet routinely with clients to discuss policy terms and ensure everyone knows what’s covered in potential loss scenarios. Meanwhile, our broad policy wordings provide clarity and peace of mind that specific items are covered, unless explicitly stated otherwise.
Non-conflicted, unbiased appraisals
Our in-house claims adjusters are trained to reach fair and equitable settlements. For “cause and origin” assessments and accountancy calculations, we use independent forensic consultants. Entrusting these to unbiased third parties ensures their impartiality and accuracy.
Efficient claims processing
FM Affiliated loss adjusters have “on the spot” authority to handle losses from start to finish, including confirmation of cover and rapid processing of payments. Meanwhile, our policy transparency eliminates the need for brokers to argue over coverage points. Our staff are also incentivised to schedule advanced payments while the total value of a claim is still being calculated.
What our "claims advantage" means for brokers
Our claims management excellence empowers brokers to deliver an elevated CX. We support cashflow and resilience in the event of a loss by helping you to:
- Be a communication and education partner. We’ll ensure you understand policy language, coverage limits, and exclusions and can communicate these to your clients with ease. You’ll be equipped to set expectations and guide them through the claim submission process.
- Support your clients’ business needs. We’ll empower you to advocate for your clients, ensuring that claims are processed quickly to minimise business disruption and financial impact.
- Position yourself as a trusted post-claim advisor. With FM Affiliated as your partner, you’ll be able to help refine clients’ risk management strategies to prevent similar incidents from happening in the future.
When a client experiences a loss, we aim to send an expert to inspect the site the same day. In one recent case, we estimated that the total value of a retail client’s loss from a warehouse burning down was $20M. This started the approval process for an initial $5M payment immediately.
Practices like this are what makes FM Affiliated a valuable partner to brokers and clients alike. Through providing positive claims handling experiences, we facilitate continuous relationship building between you and your clients. The result is stable, long-term coverage for all parties involved.
If you have a mid-market commercial property insurance client that could benefit from the great customer experiences our claims management team provides, we’d love to hear from you. Click here to submit a new business enquiry or contact a member of our team.
This is the fifth in a series of articles FM Affiliated is producing to help insurance brokers understand the value we can provide to their commercial property insurance clients. Look out for the next post, which explores how we can help you provide clients with realistic valuations for effective risk management.