Smith Greenfield is committed to providing an outstanding and personal service to clients and believes this is all important when it comes to making a claim. Our Claims Concierge Service is led by claims manager, Elaine Sacker, who has been a specialist claims handler for over 25 years. As part of our meet the team series, we have spoken to Elaine about her role and the support Smith Greenfield gives to clients.
When do you first have involvement with a client and what is your role in helping with a claim?
Our clients usually contact us by phone, either because they need our immediate assistance or because they need our advice on whether they are able to make a claim on their policy. It can be a stressful or upsetting time for clients, so it’s important we remain calm and professional in order to provide clarity and genuine solutions for their situation.
All claims are managed with empathy, making sure a client’s personal circumstances and requirements are taken into account.
What type of advice are clients typically looking for?
On the first claims call, we talk through the ‘incident’ and obtain an exact understanding of what has occurred and answer any queries a client may have. We are then able to confirm what cover is available through their policy and discuss the next steps.
We give advice on what the insurer will need in order to support their claim. This could be providing valuation documents, police crime references or photography. By carrying out an assessment at the outset, we get claims moving forwards promptly and can manage the expectations of both our client and the insurers.
Over the years we have built up strong relationships with our panel of insurers and know their procedures well. The advice we give our clients provides the reassurance they’re looking for when trying to resolve a claim.
What are your insights into handling claims effectively?
Due to the nature of the specialist private client and art insurance policies we secure, our clients are confident they will receive like-for-like replacements or appropriate compensation for their loss. However, I often find that replacing or restoring a much loved or admired object, like an engagement ring or treasured artwork, can be a very personal experience for clients. We work hard to make the claims process as smooth as possible whatever the situation.
For instance, a client suffered an exceptionally damaging fire to their home. We had to move fast to find suitable alternative accommodation for the family. Whilst the insurer was happy to fund accommodation, it was not straightforward finding a temporary home that was also suitable for two Labradors. We helped to locate an appropriate house for them to rent for the duration of their home restoration.
One of our clients had lost a vintage, designer diamond encrusted drop earring. It was part of a set that included a necklace and was of great sentimental value to the owner. Due to the age and unique nature of the piece, a straight replacement was not possible and we worked hard with the insurer to find the appropriate specialist jeweller to make a replica earring to the total satisfaction of our client.
How does Smith Greenfield achieve positive outcomes for its clients when it comes to claims?
We are one hundred per cent customer focused. From day one of being a Smith Greenfield client, our specialist policies make sure your assets are correctly valued, risks understood and full cover implemented. This is a great starting point for any claim. We also only work with ‘A’ rated insurance partners who have a track record of making settlements fairly and quickly.
Again, our good relationships with our insurance partners, combined with our claims expertise and experience are a key element of achieving good outcomes for clients.
Are there any particular challenges when it comes to claims?
No one claim is the same and the unpredictability of what you will be dealing with can be a challenge. When the phone rings you don’t know if you will be dealing with a flood, theft of a vehicle, holiday cancellation or a damaged painting claim. The upside of this, is the interesting variety of work we are presented with.
Our clients also tend to be busy people and it can sometimes be hard to obtain speedy estimates and arrange site visits when multiple professions are required.
Some claims can be more complicated than others, in particular, fire. Accommodation needs to be found, damage caused by fire, smoke and water assessed and electrical and structural safety checked. Many people are involved in this process which takes a great deal of coordination.
What do you find most satisfying about your work?
I enjoy helping our clients make an incident or situation right again and take a great deal of satisfaction making sure the whole process runs as stress free as possible. Clients appreciate this and frequently thank us for the support and service we have provided.