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Information for Claimants

Arbiters Role

We are appointed by various insurance companies to deal with insurance claims on their behalf. Arbiter are entirely impartial and independent claim experts. All of our adjusters are professionally qualified and we strictly adhere to the codes of practice and regulatory guidelines of the bodies we are members of. Our fees are paid by your insurers but these are not dependent upon the outcome or the amount of the claim.

The Claim Process

If we receive instructions to deal with your claim, we will telephone you promptly to arrange a convenient appointment for one of our team to visit you to ascertain the circumstances of the incident and to obtain details of the claim. If we are unable to contact you at this time or if it is not convenient for you to speak with us, we will email, text or write to you to notify of our appointment and to request a suitable meeting.

Every effort will be made by us to accommodate an appointment at a convenient time to you. However, please be aware that if your claim involves damage to your house, a garage, garden wall or other external structure, we will need to inspect the damage properly and therefore a visit during daylight hours will be necessary.

If your claim involves loss or damage to contents, it assists us greatly if any relevant documentation relating to the items can be was available at the time of our visit.

This documentation might include original purchase receipts, guarantees, valuations and any other proof of ownership. In the event of a theft, the police and crime reference details (where appropriate) will be required.

The loss adjuster who visits you will deal with your claim from the outset and, will progress the claim to its conclusion. He or she will be your point of contact whilst your claim is ongoing. All of our loss adjusters have many years of experience and will be very happy to answer any questions or deal with any concerns that you may have both during the site visit and afterwards.

The information that you provide to us will be used to progress your claim with your insurers. To avoid possible delays, it will be beneficial to collate as much detail/documentation as possible as this will enable us to obtain prompt instructions from your insurers. Any communication, either by email, or by post, is entirely confidential and will be responded to by us as soon as possible.

In the unfortunate event where your claim is not covered either in part or in its entirety, we will provide a full explanation to confirm the reasons why this is the case. If at this stage, you wish to discuss this further with the adjuster concerned, he/she will be happy to answer any questions that you may have.

We are often asked to comment upon the adequacy of the sums insured at properties that we visit. In this event, this will be the opinion of the loss adjuster and it may be necessary for you to seek further advice from your broker,Valuer,Surveyor or independent adviser. It is your responsibility under the terms of the policy to maintain adequate levels of insurance cover at all times and it is imperative that suitable sums insured are maintained as otherwise this may adversely affect your insurers ability to offer reimbursement in the event of a claim.

In the unlikely event that you are not satisfied with the way in which your claim was dealt with, please contact the Complaints Manager at Arbiter Adjusters Ltd, 10 Kimbers Petersfield Hampshire GU32 2JL2

If your complaint is not dealt with to your satisfaction at this stage, please refer to your policy documentation to pursue the relevant complaints procedure.

Any feedback is always welcome and this can be forwarded in writing to the address above or by email to [email protected]

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