Intact Insurance launches new claims charter for brokers

Intact Insurance has launched a new claims charter, which it describes as ”a series of clear and measurable commitments designed to give brokers greater confidence and consistency in how claims are handled by the insurer”.

The charter aims to formalise how Intact Insurance will support customers at the point of claim, with a focus on speed of response, clear ownership, proactive communication and helping businesses recover quickly following loss.

It is structured around five core commitments covering speed of response, ownership, communication, recovery and decision making. 

Karl Helgesen, chief operating officer at Intact Insurance, said: “Brokers tell us that clarity, speed and consistency in claims handling are critical, not just for their clients, but for their own ability to manage relationships and deliver value.

“This charter sets out, in practical terms, what brokers and their clients can expect from us. It is about removing uncertainty, strengthening accountability and making the claims experience easier to navigate.”

Evolution

The charter applies across Intact Insurance’s UK business and will be continuously measured and evolved over time.

Helgesen added: “For brokers, a well handled claim is fundamental to maintaining trust with their clients. By setting clear standards and making them visible, we are aiming to make that experience more consistent and easier to rely on.

“We will continue to track our performance against these commitments and use broker feedback to refine and improve how we deliver.”