Firms will have two hours to contact clients after instruction

Hiscox’s UK retail arm has culled its legal panel and introduced a host of new service standards which it said would deliver a better claims service to clients and brokers.

From today, each law firm has a maximum two-hour window to contact a customer once instructed by Hiscox. The insurer said a new monitoring process will rewards firms that “innovate, step up and delight our customers” with more work.

Hiscox head of UK claims Bob Thaker said: “Adopting a genuine spirit of partnership with fewer firms focused on service goes against the current industry trend in what has predominantly become a race to the bottom on legal spend.

“We recognise that value goes beyond just cost, and as such, we have sought to build partnerships with a tighter group of law firms that share our values and focus on service, rather than a singular focus on rates.”

Hiscox has reduced the number of firms it will appoint to advise policyholders making a claim from 45 to 13 firms.

It has also agreed a transparent pricing structure with the remaining panel firms. They are: Arthur Cox; Beale’s; Berrymans Lace Mawer; Browne Jacobson; Clyde & Co; DWF Fishburns; Kennedys; Lake Legal; Pinsent Masons; Reynolds Porter Chamberlain; Robin Simon; Ronan Daly Jermyn; Simpson & Marwick and Watson Burton.