Delegated Claims Handling

The demand for outsourced pre-litigation claims handling has increased in recent years, led by proposed CPR changes and insurers restructuring their claims departments to minimise costs.  Keoghs has a dedicated unit staffed by more than 50 claims handlers dealing with volume pre-litigation work for a number of insurers in a cost effective manner. In the last 12 months the unit handled more than 5,000 claims.

In our experience, diligent front-end case handling at the pre-litigation stage can have a significant impact upon reducing an insurer’s litigation rate.  However, much depends on the nature and value of the claim, the point at which instructions are received and any prior activity undertaken by the claims handler.

The Pre-Proceedings unit provides a range of flexible pre-litigation services in connection with lower value motor, liability and property claims, post-first notice of loss.  The unit provides a highly flexible facility that can act as both:

  • an outsource service to supplement an insurer’s own claims department; and
  • an ‘overflow’ resource that insurers can use to cope with capacity spikes on an ad-hoc basis at relatively short notice.

Our objective in handling pre-litigated matters is to strike the balance required by each client between minimising litigation and achieving the desired outcomes in terms of financial spend, customer service and brand protection.



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