Claims

Canopius intends to set a new standard for claims performance. Our aim is to push the boundaries of customer service excellence through an empowered, collaborative and innovative approach to claims that makes us the envy of the market.

Canopius has a team of over 70 experienced and commercially focused claims adjusters, across a number of global locations. Our team is made up of product and class specific specialists who understand your industry and field. Furthermore, where we need to engage an expert to provide a more bespoke service, we strategically partner with a panel of highly specialised professional service providers, whilst we remain involved and accountable throughout.

The Canopius claims values

What we commit to, what you can expect from us:-

Honesty – we act with honesty, integrity and fairness at all times.
Collaboration – we seek to understand and exceed the needs of our customers; we work together to achieve optimal results.
Communication – we communicate openly, with honesty, clarity, warmth and respect. We listen.
Accountability – we are accountable for our actions; we deliver on our promises and commitments.
Innovation – we challenge the way things are done to drive change and continuous improvement for our customers.

To find out more about our Claims proposition, please watch our video below

Canopius-Video-Thumbnails-Claims

Our Statement of Service

Canopius is setting a new standard for claims performance. Our aim is to push the boundaries of customer service excellence through an empowered, collaborative and innovative approach to claims that makes us the envy of the market.

We don’t see claims as a tick box process. Our claims service is a differentiating factor for Canopius; a superior claims service will mean that brokers want to place their business with Canopius, and insureds want to renew with us.

The provision of a responsive, expert, value-adding service is at the forefront of everything we do and we aim to put our customers at the heart of all of our decisions.

We work collaboratively with insureds and brokers in order to understand the unique challenge each claim presents and ensure that a proactive approach is taken to resolve a claim swiftly. When making claims decisions, we will act fairly and aim to always communicate with honesty, clarity, warmth and respect; particularly when there are issues as to policy coverage.

Our adjusters are highly skilled with a wealth of industry and sector experience, and many of our professionals have worked in top law firms, loss adjusters and insurance brokers. Where we need to engage experts to provide a more bespoke service, we strategically partner with a panel of specialised professional service providers who understand our vision, whilst we remain involved and accountable throughout. This is equally applicable where we delegate claims handling authority to third parties.

We work closely with our underwriters to understand your business; the claims team is structured to ensure close alignment with underwriters and we work collaboratively to ensure the best outcome.

How to make a claim

Canopius offers a market-leading claims service based on partnership, accessibility and efficiency delivered through a culture of integrity and fairness. Recognising our customers have individual needs, we offer a variety of different distribution models through which they can place their business.

In the unfortunate event that you require the support and assistance of our claims team, we are always here to help. To help us help you however, wherever possible please always check your policy wording which should provide full details of how to make a claim or speak with your broker.

In the event you are unable to find your policy or locate your broker’s details, please feel free to phone our claims helpdesk on +44 (0)20 7337 3958 (core working hours) or email ClaimsHelpdesk@canopius.com.

Emergency/Out-of-hours assistance

In the event you have a product recall, kidnap and ransom or travel/medical expenses insurance policy, please use the Crisis Consultants’ 24/7 hotline contact details as attached to your policy.

For all other business where immediate assistance or emergency guidance is required (outside of core working hours), please feel free to phone our emergency claims helpline number +44 (0)20 7206 7044.

Employers’ liability claims

As Canopius is a member of the Employers’ Liability Tracing Office (‘ELTO’); any individual wishing to make an enquiry should conduct a search of the Employers’ Liability Database via the ELTO website www.elto.org.uk.

Helpful claims tips

Although Canopius offers a wide range of products, below are a few general key claims tips to try and remember when making a claim.

Please remember to quote your policy number when reporting your claim
Please report the claim as soon as you can
Please answer all claims questions openly and honestly
Please provide contact details for all relevant key contacts and witnesses
Where possible, please take photographs of the damage or scene of the accident, if applicable
Please retain and provide copies of all relevant estimates and invoices
Please provide all relevant accident report records
Please forward any correspondence from any claimant or claimant’s representatives, immediately and unanswered
And finally, please remember we are here to help. If you have any questions regarding the claims process, please don’t hesitate to let us know

Making a Complaint

Canopius Group prides itself on providing excellent quality of service globally. We welcome feedback, which can be sent via our contact form or email to website.enquiries@canopius.com.

In the event that you wish to make a complaint, you may contact us as follows:
Email: Complaintsinbox@canopius.com
Tel: +44 (0)20 7337 3700
Fax: +44 (0)20 7337 3999

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
Email: complaints@lloyds.com
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Web: lloyds.com/complaints

Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’s contact details are as follows:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Tel: +44 (0)300 123 9 123
Web: financial-ombudsman.org.uk

Claims Enquiries

In an effort to make it simpler to access the correct Canopius claims handler as quickly as possible, we have created the form below to ensure your claim enquiry goes directly to the most appropriate person, but if the options given do not reflect the purpose of your contact please call:
+44 (0)20 7337 3958 (core working hours)
or
email: Claims@canopius.com

We are continually striving to further improve the service that we provide to our clients and would welcome any feedback or suggestions either using the form below or directly to any member of our claims management team.

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