An advice-driven claims service
Alex Patten
Claims Manager
Marianne Turner
Senior Claims Negotiator
Ethan Robinson
Assistant Claims Handler
Why our in-house team provides the very best advice and support to our clients
Our claims service is at the core of our service proposition to our customers.
Having our team sitting in-house with our broking team, we provide a proactive service solution to our clients and contribute to insurer service-level feedback in real-time, via our Ascend Index insurer rating matrix, to guide customers on the difference between insurers – and there are many.
Testimonial
"I cannot recommend the team at Ascend highly enough. They remove the day-to-day problems in claims management, allowing me to focus on running my 200 vehicle fleet."
Our bespoke Platinum service for clients that require the ultimate proactive claims service. All Platinum level clients will receive all benefits from previous service levels along with:
- Monthly claims reports
- Dedicated Ascend handlers
- Ascend Risk webinar demonstration
- Discounted Board financial review
- Ascend 360 fleet demonstration
- Virtual fleet manager introduction
- Discounted Brightmiles drivers’ app
- Access to our technical director
- Bespoke risk management advice
Our Gold service level is the benchmark in a personal advice driven claims service. This will include:
- Biannual reviews and claims reports
- Nominated team contacts
- A dedicated loss adjuster
- Access to Ascend 360
- Board financial report
- Ascend claims app
- Ascend Sharepoint App
At Enterprise service level you will receive:
- Telephone service
- Digital policy documents
- Annual assessments
- Renewal reports
- Limited market exercise
- Claims are reported directly to your insurer
Are you having problems with your existing claims service or perhaps a claim is taking far too long to reach settlement?
Here at Ascend, we can provide you with a consultative alternative, even if you are not an existing client. We have helped many clients with their issues including:
- Reviewing Covid-19 business interruption claims
- Managing historic legacy claims
- Providing advice on self-insurance
- Managing declined claims with our legal partners
- Providing advice on claims trends and a better way of managing
We deliver this service on a project by project basis and would welcome the opportunity to discuss your challenges under a confidential agreement arrangement.
Testimonial
"The team are accessible, even after hours. We experienced a fire on the 27th of December at our head office. Ascend were onsite same day and arranged for their loss adjuster to be with us the next day."
Frequently Asked Questions
Your claims department
Motor Claims
It is essential you notify us of all possible claims as soon as possible. Ideally, on the same day of the incident.
Please note that some insurance policies contain claim notification conditions where you are required to notify insurers within a certain time period, which is usually 30 days from the date of the loss. If such conditions are not adhered to, insurers may not have to pay your claim.
Take evidence by using the Ascend Claims App at the scene of the accident.
You should not admit liability or offer compensation to a third party, even if you believe you are to blame for an incident.
You are expected to take all reasonable steps to minimise your loss, for example: secure your premises following a break-in or appoint a plumber following a leak.
Keep all receipts for any emergency repairs.
If possible, take photographs of any damage.
You will be required to obtain repair/replacement estimates and/or a letter from a specialist to confirm that any item(s) are beyond economical repair.
Do not dispose of any property without the agreement of your insurers.
If a crime has been committed, you must report it to the Police immediately and obtain a crime reference number. You can report certain crimes online or over the telephone.
Please advise us or your insurer immediately. Details of 24 hour reporting helplines can be found here.
In the case of a large or complex loss, your insurers will probably wish to appoint an expert – for example, a loss adjuster, disaster recovery specialist, forensic expert or a solicitor to act on their behalf.
If the third party is at fault for the accident but does not admit liability, it can end up being one’s word against another. In these tough cases, we can step in to fight on your behalf, using the evidence we have to get the best possible outcome for you.
To avoid difficult situations like this, there are a few measures you may take to help prove your innocence:
- Dashcam: One of the most reliable sources of evidence for motor accidents. Getting a dashcam fitted will mean that in the event of an accident which wasn’t your fault, you can prove your innocence with clear video footage.
- Witnesses: Other road users around you may have witnessed the accident taking place and potentially stopped at the scene to give assistance, especially if the accident affected them as well. The witness can share contact details with you and may be able to provide their version of events which can help to defend your position if you were not at fault. They may even have dashcam footage of the accident from their vehicle.
- Images: Any images taken at the scene can assist with potential liability scenarios. Make sure to always take photos of your vehicle’s damage and the third party’s vehicle damage. Photos showing that you had maintained your lane will also help to show you had not deviated from your position. Images taken of the third party vehicle’s damage will prove the damage sustained and eliminate the possibility of fraudulent damage claims.
You will only need to notify the police if:
- Your car is stolen or broken into.
- Your car is intentionally damaged/vandalised.
- Someone has sustained an injury in an accident.
- You think an act of fraud or a crime has taken place.
- If the accident is severe
When making a claim, you are required to pay the excess fee found in your policy, this can change yearly depending on your clams experience.
However, if the accident was not your fault, you will be able to recover your excess fee back from the third party insurers when they admit liability.
Your claims department
Property Claims
It is essential you notify us of all possible claims as soon as possible. Ideally on the same day of the incident.
Please note that some insurance policies contain claim notification conditions where you are required to notify insurers within a certain time period, which is usually 30 days from the date of the loss. If such conditions are not adhered to, insurers may not have to pay your claim.
If your property has sustained significant damage to the point where you may no longer trade or trade to the your usual extent, this is business interruption.
- A Loss Adjuster may visit the property on your insurers behalf to assess the damage and the cause, your insurer will work to get you back trading as soon as possible. If cover is afforded under your policy, your insurer may provide you with alternative accommodation so you can continue trading whilst repairs are made to your property.
- Refer to Qlaims policy for immediate assistance, this policy provides you with, and covers the cost of, the services of an insurance claims specialist who will act on your behalf in the preparation and negotiation of your claim with insurer(s) subject to the specified claim threshold limit.
- If you have business interruption cover, you may be entitled to recover lost business revenue subject to the terms and conditions of your policy.
Contact Ascend or your insurers immediately, this allows us to begin the claims process and help prevent any subsequent damage from prolonged water exposure.
If the water damage is the result of a sudden, unforeseen flow of water from an internal source (burst pipe, boiler or faulty appliance) then the mains water needs to be turned off.
Take any action which is safe and necessary to prevent water from spreading around the property to mitigate the damage.
Your claims department
Liability Claims
It is essential you notify us of all possible claims as soon as possible. Ideally on the same day of the incident.
Please note that some insurance policies contain claim notification conditions where you are required to notify insurers within a certain time period, which is usually 30 days from the date of the loss. If such conditions are not adhered to, insurers may not have to pay your claim.If a liability or injury claim is made against you, follow these steps:
- Any occurrence or circumstances that could give rise to a claim must be reported immediately.
- Do not admit liability.
- Gather documents, correspondence, and photos that will assist with the claim investigation.
If a liability claim is made against you, ensure you have these documents to assist with the investigation:
Your claims department
Other Claims
Cargo insurance typically covers all risks of physical loss of, or damage to, goods during transit, imports, exports and domestic carriage, including any incidental storage. Storage outside the ordinary course of transit can be added as an extension to a cargo insurance policy.
Ascend Cargo has the solution.Cargo insurance is generally available to or from ports or places worldwide, however;
- Terms and conditions may vary for countries where there are higher than normal risks of war or terrorism
- Cover may not be available where trade is subject to international sanctions
- Cover may not be available for the inland leg to or from the port in countries where the infrastructure is poor or where there is an unacceptable theft risk
- Some countries require insurance to be placed locally or restrict the terms of sale or purchase (Incoterm) that can be used.
Problems sometimes arise where buyers or sellers don’t arrange their own insurance, relying instead on:
- Their suppliers or customers arranging cargo insurance, or
- A freight forwarder arranging insurance for them.
