Claim Centre

Cyber and Motor new claims are managed as a priority within a 2 hour SLA.  For all other claims we will register and acknowledge the claim within 24 hours of notification and proceed with the following:

• We will respond to any correspondence:
  • from the customer or our service providers within 5 working days and
  • from third parties within 10 working days.
• We will seek the agreement of the customer on the issue of liability before we confirm this to the claimant.
• We will update the customer on the present position of any claim on a regular basis as key milestones are reached. For example, updates will be made on:
  • receipt of claim
  • confirmation of policy liability/cover
  • liability admission/denial
  • further evidence received
  • legal proceedings issued
  • claim settlement.
• In the unlikely event that the customer or third party has a complaint, we will provide an initial response within 24 hours of receipt.

When we acknowledge your claim and confirm the claim number, we will include details of the name and contact information of the Claim Professional designated to handle your claim.

All external communications from our Claims team include the direct contact telephone number for the handler so our customers, brokers and third parties can contact us at any time to discuss their claim.

The length of a claim depends upon a number of factors, some of which are not within our control. Your claim will be handled with speed and efficiency at all times, and our Claim Professionals will keep you appraised of developments as they occur.

Your policy documentation will include a Policy Schedule that details the types of cover available to you and the limits of indemnity that apply.  The limit of indemnity is the maximum paid by Travelers in a claim.

It is important to understand that insurance is designed to restore you to the same financial position you were in before the incident occurred.  The purpose of your policy is to make you "whole" again following a covered loss, not to create an opportunity for financial gain.  When making a claim, you should provide accurate information about your loss so we can fairly compensate you according to your policy terms and conditions.