Lloyd's insurer in bid to improve its shop window for brokers

Mitsui Sumitomo has launched its first claims charter in a bid to enhance the service it delivers to brokers and policyholders.

The charter aims to ensure that the Lloyd’s syndicate’s team consistently provides a fast, efficient and accurate claims service. Areas focused on in the charter include providing direct and fast access to London-based decision makers and a full understanding of the importance of data integrity and confidentiality for clients. Mitsui is also guaranteeing round the clock contact.

The launch follows the appointment of claims director Jonathan Poole in January and the publication of independent research recently undertaken to identify brokers’ and customers’ views on the insurer’s claims service.

The results highlighted the importance of both extending local decision making powers to its underwriters and not declining claims unreasonably, while showing that Mitsui Sumitomo claims service is highly rated.

Poole said: “It is often said that a claims service is the shop window of insurance and, while this is true, the polished delivery of this vital service cannot be superficial or focused on the short term.

“The launch of the Mitsui Sumitomo at Lloyd’s claims charter takes into account the feedback generated by the research and matches the requirements of both brokers and policyholders with our parent company’s ethos of respect, and fairness.”