Claims

Providing an outstanding claims service to our clients, both brokers and policyholders, is of paramount importance.

When a claim happens it can be a worrying time for our (re)insured and they need assurance that their claim will be handled fairly, promptly and efficiently with the appropriate support and advice provided. It is the quality, speed, clarity of communication and professionalism of our claims service which provides that assurance.

Our purpose is to provide customers, both policyholders and brokers, with a proven market-leading claims service.

In order to fulfill this we have embedded and committed to the following:

  • We listen to our brokers and clients to shape our claims service
  • We value the high level of commercial understanding that our claims professional demonstrate and the coordination between our claims and underwriting teams is vital
  • We apply our PACE principles to everything we do, whoever the claims handler, whatever the claim or class of business

Claims leaflet

All of our claims professionals and service providers, working in partnership, abide by our claims service principles: PACE. PACE articulates what our customers can expect to be delivered on each claim, regardless of size or complexity, wherever across the world.

PARTNERSHIP

We build strong partnerships by listening to the needs of our customers.

ACCESSIBILITY

In a global market we strive to provide accessibility to our claims decision makers wherever our customers are.

CULTURE

Our culture is about integrity, fairness and doing more to ensure our customers feel like individuals and not transactions.

EFFICIENCY

Our claims teams are empowered and technically expert so they can make prompt decisions and pay fair claims efficiently and quickly.

We continually strive to improve our service. Your feedback is essential to ensure we continue to deliver and improve where necessary. This can be provided either via the contact us form or directly to any member of our management team.

In accordance with our PACE claims service principles, 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 our customers 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 open 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
  • Please retain and provide copies of all relevant estimates and invoices
  • Please provide all relevant accident report records
  • Please forward any correspondence from any claimants or claimant’s representatives, immediately and unanswered
  • And finally, please remember we are here to help. If you have any questions regarding the claim process, please don’t hesitate to let us know

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: ClaimsHelpdesk@canopius.com

All of our London claims teams are located on Gallery 9 at Lloyd’s and are available on a drop-in basis during all working hours if that is more convenient for you.

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.