Our Claims Promise
Trusted claims expertise, delivered with care, clarity and urgency when it matters most.
How to make a claim
Call us
8:30am – 5:30pm GMT
+44 (0)20 7337 3958
Out of hours phone line
+44 (0)20 7206 7044
Accident & Health
Credit, Political & Crisis Management
Cyber
Digital Asset
Energy
Equine
Financial Lines
General Liability
Healthcare
Heavy Property
Leadership Team
Jennifer joined Canopius in 2019 and now heads up the UK Claims Team. She is a qualified solicitor and prior to joining Canopius, practiced at a leading (re)insurance law firm, as well as working in the specialty claims team at Markel.
Jennifer and her team pride themselves on their technical expertise and ability to proactively manage a broad range of complex claims to successful resolution. Jennifer strives for excellent customer service by working collaboratively with customers, to understand their needs and find commercial solutions to claims.
Marine
Open Market Property
Operations
Specialist Consumer Products
Specie & Fine Art
Transportation
Construction & Engineering
Delegated Commercial General Liability
Delegated Property
Excess Liability
Portfolio Solutions
Professional Indemnity
Reinsurance
Claims Enquiries
Use the form below to ensure your claims enquiry reaches the right Canopius claims handler quickly and is directed to the most appropriate person. Alternatively you can email: Claims@canopius.com
We are continually striving to further improve the service that we provide to our clients You’re welcome to send feedback or suggestions either using the form below or directly to any member of our claims management team.
Submit claim details or ask for updates here:
Submit claim details or ask for updates here:
Real Stories, Real Solutions
Compassion is our passion
Problem: Our claims team received a distress call from the daughter of an elderly customer who was stranded abroad after falling critically ill on holiday. They were facing significant hurdles with health authorities who planned to discharge him without the necessary care in place. The claimant had a policy to protect them, but swift, smart actions were needed to deliver a practical solution and bring the customer home.
Solution: A long-standing member of our claims team with more than 20 years’ experience, recognised the gravity and urgency of the situation. He took personal lead of the case, acting quickly and staying in regular contact with the family and, when necessary, spoke to them out of hours to avoid any delays. Through his persistent efforts and collaboration with third party partners, he facilitated the customer’s safe return to the UK within the narrow timeframe that he was fit to travel.
Impact: Upon his return, the customer’s family expressed their deep gratitude and heartfelt thanks that we were able “to get him home when no one else would”. Through determination and working smarter, our team member was able to fulfil our commitment and deliver on our policy promise. The customer was able to receive around the clock care in the comfort of his home surrounded by his family.
Claims Manager at Canopius: “To me it’s simply treating others in a way that you would want you and your family to be treated in a time of great need.”
A Keylogger Attack
Problem: One of our clients noticed some unusual activity on their accounts. Various funds were being misdirected and had escalated into a five figure sum – a huge loss for any small business. This cyber incident required immediate attention.
Solution: Created to project-manage a crisis like this, our inhouse Cyber Team were immediately on the case. After listening intently, it was clearly a key logger attack. Someone had gained unauthorised access to their system and automated small payments were being redirected. While on the call, we noticed the client was actually under another attack… but with expert IT forensics this latest attack was rapidly intercepted.
We isolated the client’s systems, securely changed their passwords and removed the malicious software, thereby providing a practical, innovative cyber incident response to an urgent security problem.
Impact: The attack could have been catastrophic, but our swift actions minimised the impact on their business, reduced the claims pay out and saved them from costly renewal expenses. Additionally, our client had cyber insurance, which helped cover the losses and manage the recovery process efficiently. We also helped to futureproof the client from further attacks by outlining improved safety measures and automated software updates.
It’s crucial for businesses to have comprehensive cyber security insurance to protect against potential threats and ensure they are prepared for any future cyber incident.
Navigating crisis with confidence
Problem
At Canopius, we understand that dealing with large-scale events such as riots and civil commotion can be a daunting experience for our clients. The South African Riots in 2021 were a unique event for our portfolio of (re)insureds, who had never experienced such a widespread outbreak of riots. Within a very short period, over 100 property and business interruption claims were presented.
Action
In response to this unprecedented situation, we took immediate and proactive steps to support our clients. We worked closely with local cedants to offer support and quickly implemented processes to manage and track claims. This included instructing loss adjusters and making funds available for interim payments. These interim payments were crucial in providing immediate financial relief to our clients, allowing them to begin repairs and mitigate further losses while the full claims were being processed.
Solution
Our proactive approach, working hand in hand with the local cedants, allowed our clients to address the damage from the riots swiftly and efficiently. By alleviating additional stress and reducing the period of interruption, we helped them get back on their feet as quickly as possible. This streamlined claims process ensured that our clients could focus on resuming their operations in very challenging circumstances, with as little disruption as possible.
Working together with you
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.
We are continually striving to further improve the service that we provide to our clients. We welcome any feedback or suggestions either using the form below or directly to any member of our claims management team.
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
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
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
In an effort to make your claim a swift and easy procedure we have a few general key tips.
Document all your necessary information to a claim. This includes copies of your report, photographs, contact details of key witnesses and relevant parties and report records.
Submit your policy number, estimate quotes and invoices to support your claim. If you have any correspondence from any claimant or claimant’s representatives, add them to your submission.
Our Claims team is here to help. If you have any questions please contact us through the form above
