External Loss Adjuster Investigations

Our team harness the powerful combination of claims expertise and equine knowledge, skills proven to add value; we are your eyes and ears and share your policyholder’s passion for equestrianism.

Our ability to understand helps build a rapport with policyholders which engenders confidence, and enables us to investigate thoroughly; this expert verification and validation assists in the management of claims spend.

Valuable risk management information can also be obtained from site visits to help future underwriting considerations.

We are accustomed to handling all categories of claims emanating from the Equine insurance market.

Additionally, we have sourced experts in the engineering, surveying and veterinary fields to complement our services.

Customer Care is paramount to Equine First; from initial notification to conclusion, the Loss Adjuster will retain the handling of the claim, aided by in-house Claims Administrators - there is always someone knowledgeable about the claim to help.

Policyholders are also provided with an Information Pack which sets out in plain English our role and what happens after our visit along with providing other useful details.

The role of Intermediaries is identified from the outset and bi-lateral communication prevails.

Moreover, our attention to detail and an appreciation of the bigger picture helps set us apart.

Equine First Claims Management - EFCM

We provide a cost effective alternative for claims not requiring external investigation or where a Total Outsourced solution is the answer.

Staffed by experienced Equine Claims Handlers who hail from equine, insurance and broking backgrounds, each claim will be reviewed under the auspices of a Loss Adjuster which ensures the best possible level of expertise and service.

Desk Top arrangements can also be tailored to meet our Clients specific requirements and can be on a long-term basis or ad hoc in times of claims surge, staff holidays and sickness.

Other examples of our services:

• * Dedicated telephone/facsimile/email
• * White labelling - stationery telephone/email
• * 24/7 Claims Response Centre
• * Tailored outsourced solutions

Our flexibility enables us to respond positively and with fleet of foot.

Liability Claims

Equestrian liability claims have become increasingly emotive following the potential strict liability that may attach to the owner or keeper of a horse under the Animals Act 1971.

With our equine knowledge we fully understand the implications of situations and can identify potential avenues to raise possible lines of defence; there are still hurdles for any claimant to overcome before establishing strict liability.

We are fully conversant with current legislation and keep abreast of developments, working in tandem with equine and legal experts.

We drive the claim, always conscious to avoid substantial legal costs; our aim is to investigate thoroughly, report comprehensively, identify/join third parties quickly and present reasoned and cogent arguments.

Clients can select from our menu of services to best suit their own requirements.

Fraud Investigations

Our dedication to the equine sector enables our team to focus on each assignment, including carrying out the Specialist Investigation work necessary to track and eradicate fraud.

If you have any reason to believe that Equine First are dealing with a fraudulent claim, please call our Anti-Fraud Manager in confidence on 0151 346 2978.

You can remain anonymous throughout.

Geographic Coverage

From our standing start, following sustained growth, we provide our services throughout the UK from our dedicated team of Equine Loss Adjusters.

Compliance with Service Standards and our Client’s individual requirements continues to prevail, together with an unstinting commitment to this specialist market.

Service Standards

We set ourselves stringent standards of service which are monitored, throughout the life of the claim, to ensure compliance with agreed criteria.

Our flexibility enables us to meet individual Client requirements.

We are FSA compliant and fully embrace the principles of Treating Customers Fairly.

Added Value

Our aim is to develop long term strategic relationships, which enable us to create individual and unique service concepts which meet our respective corporate objectives. We aim to surpass expectations.

We are committed to delivering innovation, while maintaining our core values of exemplary customer service, professionalism, and expertise.

Technology

Our unique database has been designed and developed in-house to meet the needs of our business and those of our Clients and their Customers.

This enables the progress of each claim to be monitored from first notification to conclusion, ensuring compliance with agreed service levels and protocol.

Via a dedicated and secure log on, our Clients are also able to view the progress of each claim on-line and view documents issued. Policyholders too can check the status of their claim via a unique ID and view documents.

We never forget that we are a people business; by using technology we can help keep all informed what's happening and also monitor our own performance. The aim is to reduce the number of touches and improve the policyholder's experience.

Management Information can also be provided as desired.