Of course, recognising the value of claims advocacy is only one part of the story. Delivering it consistently is something else entirely.
At Consilium, our philosophy is simple: get involved early, stay involved throughout and advocate relentlessly for the right outcome. This approach has shaped the way we have built our claims function, the specialists we have recruited, the relationships we have developed and the way we support our clients and broker partners around the world, because when a claim arises, clients deserve an advocate.
Built Around Expertise
Claims sit at the heart of our business. That is because we understand something fundamental about insurance. Clients rarely remember the day their policy was placed. They remember what happened when they needed support the most.
Over the years, we have invested significantly in building a team with the experience and expertise to support clients through some of the most challenging circumstances they may ever face.
Today, our claims specialists possess more than 200 years of collective claims broking and underwriting experience across Property, Casualty, Financial Lines, Reinsurance and a range of specialist classes of business. Our expertise extends across the United Kingdom, United States, Europe, Singapore and the Caribbean, allowing us to support clients across multiple jurisdictions, regulatory environments and market structures.
We have also strengthened our capabilities with in-house legal expertise, including senior insurance lawyers with extensive experience in coverage disputes, litigation and policy wording development. Our breadth of expertise allows us to see the bigger picture. After all, a claim is rarely just a claim.
Businesses can find themselves facing operational disruption, financial losses, reputational damage and intense regulatory scrutiny, often simultaneously. We therefore always try to see things from the perspective of our clients, who value our honesty, dependability and commitment - even when we must deliver bad news.
A Different Way of Claims Handling
Claims advocacy begins long before negotiations with insurers take place. The first priority is to understand the circumstances surrounding the loss, examine the policy wording and establish the strongest possible position from the outset. Rather than simply asking whether the cover exists, we seek to demonstrate why it should apply.
This often means anticipating questions before they are raised, identifying potential areas of concern and ensuring the facts are presented clearly, consistently and persuasively. Early intervention has always been central to our approach.
Complex claims can involve policyholders, retail brokers, (re)insurers, loss adjusters, lawyers, accountants, engineers and incident response teams. Bringing those parties together, establishing momentum and maintaining clear communication can often be just as important as the technical arguments themselves.
Throughout the process, our role remains the same: to provide clarity, challenge assumptions when necessary and maintain a clear focus on achieving the best possible outcome for our clients. Just as importantly, we understand that claims are, ultimately, about people.
Following a major loss, uncertainty can quickly become overwhelming. Businesses may be under considerable financial pressure, reputations may be at stake and important decisions may need to be made quickly. In those circumstances, clients should never feel as though they are going through the process alone.
Stronger Together
The best outcomes are rarely achieved alone. Our retail broking partners often possess an exceptionally detailed understanding of their clients’ businesses, operations and priorities. Combining that knowledge with our own specialist expertise allows us to build stronger arguments, anticipate challenges more effectively and develop a more comprehensive view of the risks involved.
We work closely with our partners throughout the process, sharing market intelligence, discussing emerging trends and reviewing claims experience to identify opportunities for improvement.
These relationships extend far beyond our broker network. Over many years, our specialists have established strong working relationships throughout the market. Those relationships are built upon trust, mutual respect and technical credibility and enable us to challenge entrenched positions, facilitate constructive discussions and maintain momentum when claims become more complicated.
Ultimately, our objective is always the same - to deliver the best possible outcome for our clients.
When Expertise Changes Outcomes
The value of claims advocacy is perhaps most clearly demonstrated when the stakes are highest. The following examples show how a proactive, technically focused approach can transform the outcome of a claim.
Supporting a client through a GBP 7 million loss
A fire caused extensive damage to one of our policyholder’s waste and recycling facilities. Insurers subsequently sought to deny the claim, citing an alleged breach of warranty conditions.
Our team engaged immediately with insurers, adjusters and legal advisers, helping establish a clear understanding of the circumstances while securing substantial interim payments to support the client’s recovery. Reflecting on the experience, one of our retail broking partners commented,
Focus
Inspire