Service Levels
The CEC ‘on call’ service is a fully FCA compliant, business-to-business product that enhances the broker’s own claims assistance offering. Our service levels are designed with a tiered approach. Bronze, Silver, Gold, and Platinum options give brokers and their clients immediate access to a Chartered Loss Adjuster to assist with their claim presentation and negotiation at the lowest sustainable price.
Bronze level provides brokers with access to a desktop support service for all their clients. This level can be used for general or technical queries and advice to the broker’s staff or to the client direct. It includes an independent review of claims initially repudiated by insurers that checks the decision is valid and justified.
Silver, Gold, & Platinum levels provide access to full claims support for the broker and their client for a specified number of hours. A referral is initiated by the broker and then CEC will assign an independent loss adjuster who will be appointed by the client to work for them for the specified number of service hours. During this period the CEC adjuster will, on at least one occasion, visit to meet the client on site, inspect the damage and, if available, meet the loss adjuster appointed by the insurers.
The broker’s client should, at inception or renewal of their insurances, choose the service level which adequately reflects their needs considering the size and complexity of their business. The broker should guide them in their choice.
Service Extension Fee
If the service hours become exhausted before the claim is settled, the service can be extended. The choice of whether to extend the service rests entirely with the client and thereafter the fee for the adjuster’s work will be based on a percentage of the claim settlement sums paid by the insurers after the service extension is agreed.
The percentage fee for the service extension will fall within pre-set bands but is subject to negotiation depending on the work that still requires to be done on the claim and the service level originally chosen by the client. It follows that if for any reason there is no payment made by the insurer after the service extension agreement has been entered into, there is no fee to pay.
After The Event
CEC’s ‘After The Event’ service is for broker’s clients who have not purchased any claims assistance service at inception or renewal. This is a professional loss assessing service to assist clients immediately after they have suffered a loss. The cost of this service is agreed ‘after the event’ reflecting the time, and complexity that may be involved in the claim. We work on a “No-Win-No-Fee” basis, so there is no charge if the claim is ultimately not paid by the insurer. We will do our utmost to support and assist you and your client to achieve a successful outcome.
Please note that one additional benefit of having Bronze Level service in place, is that a discount is available against fees that are charged to “After The Event” clients.